Investigating work engagement in the service environment
Abstract
Purpose
Frontline employees (FLEs) represent a major source of value creation for the modern firm. As such, firms are constantly evaluating different attributes of potential and current employees in the hopes of attracting, retaining, and rewarding key employees. Recently, the construct of work engagement has garnered interest as an important indicator of employee performance. However, much is unknown about this construct with regards to antecedents, outcomes and measurement. Thus, the purpose of the current research is to contribute to the developing literature on work engagement.
Design/methodology/approach
Data were collected from FLEs across high and low customer contact service contexts. The hypothesized relationships in the model were tested using structural equation modeling (SEM).
Findings
This research provides empirical evidence that service climate, job satisfaction and affective commitment influence work engagement. Employee's work engagement subsequently impacts constructs such as career commitment and adaptability. Furthermore, the authors conceptualize work engagement as a multidimensional higher order construct that exhibits a superior fit compared to a simple first order conceptualization.
Research limitations/implications
This research provides guidance on how to measure work engagement as well as identifying both antecedent and outcomes variables associated with the construct.
Practical implications
Results suggest that the service firm has some impact on the level of work engagement FLEs exhibit. Furthermore, this research highlights the importance of the link between positive emotions and FLE performance.
Originality/value
By utilizing the contemporary broaden-and-build theory of positive emotions, this research makes contributions in the developing understanding of the impact of positive emotions on FLEs.
Keywords
Citation
C. Barnes, D. and E. Collier, J. (2013), "Investigating work engagement in the service environment", Journal of Services Marketing, Vol. 27 No. 6, pp. 485-499. https://doi.org/10.1108/JSM-01-2012-0021
Publisher
:Emerald Group Publishing Limited
Copyright © 2013, Emerald Group Publishing Limited