Creating an effective self-managed service climate for frontline service employees

Abstract

We propose a framework for creating an effective self-managed service climate for frontline service employees with four antecedents – work facilitation, dedication, creativity and variety. Specifically, we examine the role of employee empowerment to mediate the relationship between the proposed antecedents when creating a selfmanaged service climate. Structural equation modelling was used to examine the anticipated relationships, the research design was cross-sectional. 533 adults, employed in services industries, participated in the study. The antecedents were found to have significant positive direct effects and employee empowerment was found to have a significant partial mediating effect on the four antecedents for creating an effective self-managed service climate. Theoretical and practical implications and future research directions are discussed.