The DOI matches its Crossref record; 63 of the 63 references it cites were found in a registry or an index.
Antecedents and effects of engaged frontline employees: A study from the hospitality industry
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.
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Citations
Cites
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Intrinsic Motivation and Self-Determination in Human Behavior
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The Job Demands‐Resources model: state of the art
Bakker, A. B., & Demerouti, E. (2007) · Journal of Managerial Psychology · doi:10.1108/02683940710733115 · Cited by 12,996
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PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.
Kahn, W. A. (1990) · Academy of Management Journal · doi:10.2307/256287 · Cited by 10,975
The measurement of engagement and burnout: a two sample confirmatory factor analytic approach.
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Job demands, job resources, and their relationship with burnout and engagement: a multi‐sample study
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Cited by
Suhartanto, D., Dean, D., Nansuri, R., & Triyuni, N. N. (2018) · Journal of Business Research · doi:10.1016/j.jbusres.2017.10.039 · Cited by 79
Liu, J., Cho, S., & Putra, E. D. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2015-0539 · Cited by 77
A social exchange perspective for achieving safety culture in healthcare organizations
Trinchero, E., Farr-Wharton, B., & Brunetto, Y. (2019) · International Journal of Public Sector Management · doi:10.1108/ijpsm-06-2017-0168 · Cited by 27
Metadata
- Authors
- Slåtten, T., & Mehmetoglu, M.
- Venue
- Managing Service Quality: An International Journal
- Publisher
- Emerald
- Published
- 2011-01-25
- Volume
- 21
- Issue
- 1
- Pages
- 88-107
- ISSN
- 0960-4529 (ISSN-L)
- OpenAlex
- W1557850728
- Cited by
- 296
- References
- 63
- FWCI
- 24.70
- Type
- journal article
- Language
- en
- Open access
- closed
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- Slåtten, T., & Mehmetoglu, M. (2011). Antecedents and effects of engaged frontline employees: A study from the hospitality industry. Managing Service Quality: An International Journal. https://doi.org/10.1108/09604521111100261
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
