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Front-Line Management during Radical Organisational Change: Social Exchange and Paradox Interpretations

Author

Listed:
  • Bassam Buhusayen

    (School of Business and Law, Edith Cowan University, Joondalup, WA 6027, Australia)

  • Pi-Shen Seet

    (School of Business and Law, Edith Cowan University, Joondalup, WA 6027, Australia)

  • Alan Coetzer

    (School of Business and Law, Edith Cowan University, Joondalup, WA 6027, Australia)

Abstract

External shocks have severely affected the aviation sector with detrimental impacts on airport service employees. Service-sector organizations tend to implement radical organizational change to survive and front-line managers face often-opposing demands. This study aims to shed light on how front-line managers cope by utilizing social exchange-based strategies during radical organizational change. This study uses an exploratory qualitative design and thematically analyses data obtained from 40 semi-structured interviews with senior managers, front-line managers and employees working for an airline services provider operating in a major international airport in Australia. The study finds that front-line managers employ several social exchange approaches to overcome the paradoxical challenge of facilitating change while maintaining current operations. We find evidence of four approaches that the front-line managers utilize that are based on social exchange: (1) building relationships with clients’ representatives; (2) utilizing relationships with experienced employees to facilitate radical organizational change practices; (3) rewarding employees in exchange for helping to manage personnel shortages; and (4) motivating employees by various morale-enhancing techniques. The study contributes to organizational sustainability and change research by developing a deeper understanding of the importance of social exchange in facilitating the work of front-line managers in the airport services sector.

Suggested Citation

  • Bassam Buhusayen & Pi-Shen Seet & Alan Coetzer, 2021. "Front-Line Management during Radical Organisational Change: Social Exchange and Paradox Interpretations," Sustainability, MDPI, vol. 13(2), pages 1-26, January.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:2:p:893-:d:481913
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    References listed on IDEAS

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    Cited by:

    1. Ciprian Cristea & Maria Cristea, 2021. "KPIs for Operational Performance Assessment in Flexible Packaging Industry," Sustainability, MDPI, vol. 13(6), pages 1-18, March.

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