A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture:

Published on Apr 30, 2020in Journal of Service Research
· DOI :10.1177/1094670520918669
Jeroen J. L. Schepers14
Estimated H-index: 14
(TU/e: Eindhoven University of Technology),
Michel van der Borgh7
Estimated H-index: 7
(CBS: Copenhagen Business School)
Many empirical studies have focused on understanding the frontline role process, which reflects the chain of effects including the antecedents and outcomes of frontline employees’ in-role behavior ...
📖 Papers frequently viewed together
1 Author (Asu Sümer Akat)
1 Citations
#1Thi Nguyet Que Nguyen (VNUHCM: Vietnam National University, Ho Chi Minh City)H-Index: 3
#2Liem Viet Ngo (UNSW: University of New South Wales)H-Index: 19
Last. Jiraporn Surachartkumtonkun (Griffith University)H-Index: 5
view all 3 authors...
Abstract Prosocial behaviors such as organizational citizenship behavior (OCB) and customer-oriented citizenship behavior (CCB) are the social currency in socialization process, especially in the service encounter context. However, less is known about how OCB and CCB influence employee performance and the intervening role of trait-related moderators (i.e. empathy and mindfulness). Premised upon socialization process, altruistic motivation and self-determination theory, we propose a moderated med...
7 CitationsSource
#1Trong Tuan Luu (Swinburne University of Technology)H-Index: 7
ABSTRACTService orientation in the HRM system is a lever for public employees to serve the public even beyond their work roles. Our research seeks to understand how work engagement links service-oriented high-performance work systems (HPWSs) to public employees’ service-oriented behaviours. Employees and their managers from public legal service agencies in the Vietnamese context were recruited as participants in our research project. The research results demonstrated the role of employee work en...
23 CitationsSource
#1Björn A. Hüttel (University of Passau)H-Index: 1
#2Zelal AtesH-Index: 3
Last. Julian Volz (University of Hohenheim)H-Index: 2
view all 7 authors...
This paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively measures FLEs’ ability to accurately identify a given customer’s hierarchy of needs.,The study uses hierarchical data involving the customer and bank advisor levels in the banking sector of three European countries. The matched sample consisted of 1,166 customers and 332 employees. To account for the nested structure of the...
1 CitationsSource
#1Michel van der Borgh (CBS: Copenhagen Business School)H-Index: 7
#2Ad de Jong (CBS: Copenhagen Business School)H-Index: 17
Last. Edwin J. NijssenH-Index: 27
view all 3 authors...
In this digital era, where many product-oriented business-to-business companies are shifting to a product-service systems approach, frontline employees (FLEs) are urged to complement customer-direc...
1 CitationsSource
#1Patrick Raymund James M. Garcia (Macquarie University)H-Index: 16
#2Simon Lloyd D. Restubog (UIUC: University of Illinois at Urbana–Champaign)H-Index: 47
Last. Alessandra Capezio (ANU: Australian National University)H-Index: 8
view all 6 authors...
Abstract Integrating conservation of resources and attribution theories, this study investigates the extent to which perceived customer mistreatment increases customers' negative word of mouth by reducing service workers' subsequent customer-directed in-role performance and customer-directed organizational citizenship behaviors. We also hypothesized that customer-directed blame attributions would moderate these relationships. Data collected from 153 restaurant servers, 153 coworkers, 149 supervi...
14 CitationsSource
#1Catherine Prentice (Griffith University)H-Index: 23
#2Erdan Ma (MUST: Macau University of Science and Technology)H-Index: 2
Last. IpKin Anthony Wong (SYSU: Sun Yat-sen University)H-Index: 25
view all 3 authors...
AbstractThis study proposes a linear relationship between employee performance, job satisfaction and organizational commitment in the hospitality industry. Employees’ sense of achievement intervenes in the relationship between employee performance and satisfaction. In particular, this study models service climate as a cross-level moderator in this chain relationship. The data were collected at 27 casino hotels in Macau. The study finds that job performance has significant direct and indirect eff...
7 CitationsSource
#1Chiara Pellegrini (Sant'Anna School of Advanced Studies)H-Index: 3
#2Francesco Rizzi (Sant'Anna School of Advanced Studies)H-Index: 17
Last. Marco Frey (Sant'Anna School of Advanced Studies)H-Index: 29
view all 3 authors...
This article theorizes and empirically tests the relationship between employee perceptions of human resource practices and their propensity to adopt sustainable behavior (SB) to support organizational change for sustainability. Informed by the literature on corporate greening and organizational behaviour, we developed a structural equation model that links frontline employee perceptions of internal sustainability orientation, supervisory support, training and reward systems to their propensity t...
38 CitationsSource
#1Mohammad Rabiul Basher Rubel (Universiti Sains Malaysia)H-Index: 6
#2Nadia Newaz Rimi (DU: University of Dhaka)H-Index: 6
Last. Daisy Mui Hung Kee (Universiti Sains Malaysia)H-Index: 9
view all 4 authors...
Abstract This study considers high commitment human resource management (HCHRM) practices as a higher-order reflective construct and examines its effect on employee service behaviour in the banking industry of Bangladesh. Testing our hypotheses on 365 line managers, we find a positive relationship between HCHRM and both in-role and extra-role service behaviour. Trust in management significantly mediates the relationship between HCHRM and in-role service behaviour and does not mediate the relatio...
20 CitationsSource
#1Luu Trong Tuan (Swinburne University of Technology)H-Index: 1
Abstract Our research primarily seeks to assess how paternalistic leadership behaviors – authoritarianism, benevolence, and morality – influence extra-role customer service via employee work engagement as a mediator. The data for our research model were gleaned from four- or five-star hotels in Ho Chi Minh City, Vietnam. To test the hypotheses of the research model, structural equation modelling was employed. Our research findings cast light on the mediation mechanism of employee work engagement...
24 CitationsSource
#1Thomas Rockstuhl (NTU: Nanyang Technological University)H-Index: 14
#2Linn Van Dyne (MSU: Michigan State University)H-Index: 51
Today’s pervasiveness of intercultural interactions has spawned scholarly interest in cultural intelligence (CQ) – the capability to function effectively across cultures. Applying meta-analytic techniques, we harness the recent explosion of research on the four-factor model of CQ to address three fundamental, yet unresolved theoretical issues. First, we explicate the benefits of conceptualizing and modeling CQ as a bi-factor model where each factor provides both unique and holistic information. ...
40 CitationsSource
Cited By4
1 CitationsSource
#1Vijay Pereira (NEOMA Business School)H-Index: 13
#2Elias Hadjielias (CUT: Cyprus University of Technology)H-Index: 6
Last. Demetris Vrontis (University of Nicosia)H-Index: 34
view all 4 authors...
Abstract null null Artificial intelligence (AI) can bring both opportunities and challenges to human resource management (HRM). While scholars have been examining the impact of AI on workplace outcomes more closely over the past two decades, the literature falls short in providing a holistic scholarly review of this body of research. Such a review is needed in order to: (a) guide future research on the effects of AI on the workplace; and (b) help managers make proper use of AI technology to impr...
#1Shih-Yi Chien (NKFUST: National Kaohsiung First University of Science and Technology)
#2Albert Jing-Fuh Yang (NKFUST: National Kaohsiung First University of Science and Technology)H-Index: 3
Last. Yung-Chin Huang (NKFUST: National Kaohsiung First University of Science and Technology)H-Index: 2
view all 3 authors...
Abstract The current study examined the relationships among role stress, proactive personality, employee creativity, and customer-oriented boundary spanning behaviors (COBSBs) for frontline service employees (FSEs). This study collected data from 382 FSEs in international hotels in Taiwan to test the research model. The empirical results revealed that employee creativity was positively affected by proactive personality but negatively affected by role conflict and role ambiguity. FSEs' creativity...
3 CitationsSource