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dc.contributor.authorvan Esch, Patrick
dc.contributor.authorArli, Denni
dc.contributor.authorGheshlaghi, Mahnaz Haji
dc.date.accessioned2020-10-22T03:07:10Z
dc.date.available2020-10-22T03:07:10Z
dc.date.issued2020
dc.identifier.issn0969-6989en_US
dc.identifier.doi10.1016/j.jretconser.2020.102204en_US
dc.identifier.urihttp://hdl.handle.net/10072/398579
dc.description.abstractWe 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.en_US
dc.description.peerreviewedYesen_US
dc.languageEnglishen_US
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofpagefrom102204en_US
dc.relation.ispartofjournalJournal of Retailing and Consumer Servicesen_US
dc.relation.ispartofvolume57en_US
dc.subject.fieldofresearchBusiness and Managementen_US
dc.subject.fieldofresearchMarketingen_US
dc.subject.fieldofresearchTourismen_US
dc.subject.fieldofresearchcode1503en_US
dc.subject.fieldofresearchcode1505en_US
dc.subject.fieldofresearchcode1506en_US
dc.subject.keywordsSocial Sciencesen_US
dc.subject.keywordsSelf-managed service climateen_US
dc.subject.keywordsFrontline service employeesen_US
dc.subject.keywordsEconomicsen_US
dc.titleCreating an effective self-managed service climate for frontline service employeesen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Articlesen_US
dcterms.bibliographicCitationvan Esch, P; Arli, D; Gheshlaghi, MH, Creating an effective self-managed service climate for frontline service employees, Journal of Retailing and Consumer Services, 2020, 57, pp. 102204en_US
dc.date.updated2020-10-21T22:31:45Z
gro.hasfulltextNo Full Text
gro.griffith.authorArli, Denni


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