Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees

Service firms strive to encourage their frontline employees (FLEs) to develop attitudes that support excellent service delivery. Anchored in the conservation of resources (COR) theory, this study aims to understand the mechanisms through which shared values influence FLEs’ service delivery performance. The study contributes to the HRM literature by developing and testing a conceptual framework among FLEs in the British hospitality industry....