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An investigation into the antecedents of frontline service employee guardianship behaviours
- Source :
- Journal of Service Theory and Practice. 31:450-467
- Publication Year :
- 2021
- Publisher :
- Emerald, 2021.
-
Abstract
- PurposeThis study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.Design/methodology/approachThe research framework comprises a quantitative survey of 507 frontline service employees at national supermarkets within New Zealand.FindingsThe findings of the survey suggest that service employee perceptions of internal corporate social responsibility (CSR) activities, their level of psychological ownership towards the supermarket and personal moral beliefs, shape their guardianship behaviours and, consequentially, the prevention of in-store deviant behaviours by customers such as shoplifting.Originality/valueThe contribution of this paper is twofold. First, it offers both a conceptual foundation and an empirical-based evaluation of the antecedents and role of guardianship behaviour among frontline service employees. Second, the conceptual model derived from this research may aid practitioners in developing strategies that engender guardianship behaviours in their employees within service contexts.
- Subjects :
- Service (business)
business.industry
Employee perceptions
Strategy and Management
05 social sciences
Conceptual model (computer science)
Public relations
Conceptual framework
0502 economics and business
Employee engagement
Legal guardian
Conceptual foundation
Corporate social responsibility
050211 marketing
business
Psychology
050203 business & management
Subjects
Details
- ISSN :
- 20556225
- Volume :
- 31
- Database :
- OpenAIRE
- Journal :
- Journal of Service Theory and Practice
- Accession number :
- edsair.doi...........8c98d90358ad662b3aa7fcdf9b31eee5