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The mediation role of frontline employee adaptability between service orientation and job outcomes: evidence from Indian power sector

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  • Michael Sony
  • Nandakumar Mekoth

Abstract

Frontline employees are indispensable part of service experience and FLE's who are adaptable are a plus point for the organisation and customer. From previous studies, the impact of service orientation on the job outcomes is observed. This research examines the relationship between service orientation, frontline employee adaptability and job outcomes like job satisfaction and job performance. The research finds a positive relationship between service orientation and frontline employee adaptability using structural equation modelling. Besides, FLE adaptability is found to positively impact job outcomes and found to be completely mediating the relationship between service orientation and job outcomes. The results and implications are discussed.

Suggested Citation

  • Michael Sony & Nandakumar Mekoth, 2017. "The mediation role of frontline employee adaptability between service orientation and job outcomes: evidence from Indian power sector," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 11(3), pages 357-380.
    • Handle: RePEc:ids:ijbexc:v:11:y:2017:i:3:p:357-380
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    Cited by:

    1. Ali Katebi & Mohammad Hossain HajiZadeh & Ali Bordbar & Amir Masoud Salehi, 2022. "The Relationship Between “Job Satisfaction” and “Job Performance”: A Meta-analysis," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 23(1), pages 21-42, March.

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