Does transformational leadership always matter in frontline service roles?

Sok, Keo Mony and Sok, Phyra and Snell, Lan ORCID: https://orcid.org/0000-0001-5392-2656 and Qiu, Pingping (2018) Does transformational leadership always matter in frontline service roles? Journal of Service Theory and Practice, 28 (6). pp. 733-751. ISSN 2055-6225


Abstract

Purpose: The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach: This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings: Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications: The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value: This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 20 Jan 2022 01:52
Last Modified: 21 Jan 2022 00:45
Uncontrolled Keywords: Customer service ability; Employee service performance; Intrinsic motivation; Substitute for leadership; Work motivation;
Fields of Research (2008): 15 Commerce, Management, Tourism and Services > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350611 Service marketing
Identification Number or DOI: https://doi.org/10.1108/JSTP-03-2018-0053
URI: http://eprints.usq.edu.au/id/eprint/43943

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