Does transformational leadership always matter in frontline service roles?

Article


Sok, Keo Mony, Sok, Phyra, Snell, Lan and Qiu, Pingping. 2018. "Does transformational leadership always matter in frontline service roles?" Journal of Service Theory and Practice. 28 (6), pp. 733-751. https://doi.org/10.1108/JSTP-03-2018-0053
Article Title

Does transformational leadership always matter in frontline
service roles?

ERA Journal ID22259
Article CategoryArticle
AuthorsSok, Keo Mony (Author), Sok, Phyra (Author), Snell, Lan (Author) and Qiu, Pingping (Author)
Journal TitleJournal of Service Theory and Practice
Journal Citation28 (6), pp. 733-751
Number of Pages19
Year2018
Place of PublicationUnited Kingdom
ISSN0960-4529
1758-8030
2055-6225
2055-6233
Digital Object Identifier (DOI)https://doi.org/10.1108/JSTP-03-2018-0053
Web Address (URL)https://www.emerald.com/insight/content/doi/10.1108/JSTP-03-2018-0053/full/html
Abstract

Purpose: The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach: This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings: Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications: The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value: This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

KeywordsCustomer service ability; Employee service performance; Intrinsic motivation; Substitute for leadership; Work motivation;
ANZSRC Field of Research 2020350611. Service marketing
Byline AffiliationsSwinburne University of Technology
Monash University
Macquarie University
Institution of OriginUniversity of Southern Queensland
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