Antecedents and effects of engaged frontline employees: A study from the hospitality industry
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 25 January 2011
Abstract
Purpose
The aim of this study is to examine factors related to employee engagement in frontline jobs in service firms.
Design/methodology/approach
A conceptual model was developed and tested on a survey in which 279 hospitality frontline employees participated.
Findings
The 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/implications
This study limits its examination to the antecedents and effects of employee engagement for two types of service organizations.
Practical implications
The 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/value
This paper enhances one's knowledge of factors linked to employee engagement.
Keywords
Citation
Slåtten, T. and Mehmetoglu, M. (2011), "Antecedents and effects of engaged frontline employees: A study from the hospitality industry", Managing Service Quality: An International Journal, Vol. 21 No. 1, pp. 88-107. https://doi.org/10.1108/09604521111100261
Publisher
:Emerald Group Publishing Limited
Copyright © 2011, Emerald Group Publishing Limited