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Matching the Personal Initiative Capabilities of FLEs to Their Self-Regulatory Processes and the Firm's Initiative Climate

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  • Sok, Phyra
  • Danaher, Tracey S.
  • Sok, Keo Mony

Abstract

Frontline employees (FLEs) — the people behind the counter, on the phone, or walking the shop floor — can profoundly affect the customer experience. Harnessing the capability of FLEs to positively shape customer experiences is critical for service firms.

Suggested Citation

  • Sok, Phyra & Danaher, Tracey S. & Sok, Keo Mony, 2021. "Matching the Personal Initiative Capabilities of FLEs to Their Self-Regulatory Processes and the Firm's Initiative Climate," Journal of Retailing, Elsevier, vol. 97(3), pages 319-335.
    • Handle: RePEc:eee:jouret:v:97:y:2021:i:3:p:319-335
    DOI: 10.1016/j.jretai.2020.11.010
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    References listed on IDEAS

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    1. Uy, Marilyn A. & Sun, Shuhua & Foo, Maw-Der, 2017. "Affect spin, entrepreneurs' well-being, and venture goal progress: The moderating role of goal orientation," Journal of Business Venturing, Elsevier, vol. 32(4), pages 443-460.
    2. Jochen Wirtz & Valarie Zeithaml, 2018. "Cost-effective service excellence," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 59-80, January.
    3. Holmqvist, Jonas & Van Vaerenbergh, Yves & Lunardo, Renaud & Dahlén, Micael, 2019. "The Language Backfire Effect: How Frontline Employees Decrease Customer Satisfaction through Language Use," Journal of Retailing, Elsevier, vol. 95(2), pages 115-129.
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    Cited by:

    1. Sok, Keo Mony & Danaher, Tracey S. & Sok, Phyra, 2023. "Multiple psychological climates and employee self-regulatory focus: Implications for frontline employee work behavior and service performance," Journal of Retailing, Elsevier, vol. 99(2), pages 228-246.
    2. Mayr, Kathrin & Teller, Christoph, 2023. "Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).

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