Antecedents and effects of engaged frontline employees

Abstract

PurposeThe aim of this study is to examine factors related to employee engagement in frontline jobs in service firms.Design/methodology/approachA conceptual model was developed and tested on a survey in which 279 hospitality frontline employees participated.FindingsThe findings show that employee engagement is closely linked to employees' innovative behaviour. Accordingly, the study clearly reveals the value of having an engaged frontline workforce. Moreover, the results show that perceptions of role benefit, job autonomy, and strategic attention were all significantly related to greater employee engagement.Research limitations/implicationsThis study limits its examination to the antecedents and effects of employee engagement for two types of service organizations.Practical implicationsThe study has demonstrated the importance for managers of having an engaged workforce. In particular, it is important for managers to notice that engagement is a major driver to innovative behaviour. Consequently, one general and key practical implication from this study is the importance for mangers to measure regularly the engagement of their workforce.Originality/valueThis paper enhances one's knowledge of factors linked to employee engagement.

Job Resources, Work Engagement, and Hotel Employee Outcomes: A Time-Lagged Analysis

“…First, WE is an important signal of occupational well-being for employees and organizations (Bakker and Demerouti, 2008). Despite this realization, empirical research regarding the impact of WE on hotel employees'behavioral outcomes in the workplace is scanty (Karatepe, 2011;Slåtten and Mehmetoglu, 2011). This is also valid for the antecedents of WE in frontline service jobs in the hotel industry (Karatepe and Olugbade, 2009).…”

Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation

“…Hence, EL M drives growth and profitability due to engaged employees. Slatten (2011) found that employee engagement is closely linked to employees' innovative behaviourThe Cronbach's alpha for SR S = 0.39 indicates that even though customers are satisfied and loyal, they may not repurchase services due to multiple available options. Mobile Number Portability (MNP) facility being the norm these days with many service providers, EUs find it easy to switch to other carriers without changing their numbers.…”

Determinan Keterlibatan Kerja Untuk Tercapainya Perilaku Inovatif

“…Secara khusus, berbagai penelitian telah mencatat bahwa keterlibatan kerja mampu memprediksi turn over karyawan, produktivita skaryawan, kinerja finasial, kepuasan pelanggan, dansebagainya. Akibatnya, keterlibatan kerjatelah muncul sebagai elemen penting untuk kesuksesan suatu bisnis (Slatten & Mehmetoglu, 2011). Sangat jelas bahwa ada kebutuhan untuk penelitian empiris lebih lanjut yang berfokus pada keterlibatan kerja.…”

“…Penelitian tersebut tidak hanya memberikan kontribusi teoritis, tetapi juga memberikan pemahaman bagi institusi mengenai efek keterlibatan dan hal-hal praktis yang dapat mendorong keterlibatan kerja. Faktor-faktor yang menimbulkan keterlibatan kerja dan bagaimana keterlibatan kerja meningkatkan kinerja juga perlu diidentifikasi (Slatten & Mehmetoglu, 2011).…”