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The role of the service manager's perceived career success in frontline employees’ learning processes and service improvement

2021-09Journal article Open access
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dc.contributor.authorJong, Ad de
dc.contributor.authorSchepers, Jeroen J. L.
dc.contributor.authorLages, Cristiana R.
dc.contributor.authorKadić-Maglajlić, Selma
dc.date.accessioned2021-09-01T10:46:04Z
dc.date.available2024-06-12T00:30:50Z
dc.date.issued2021-09
dc.description.abstractPrevious literature fails to offer firms consistent guidelines on how successful managers may enhance or reduce the potential to learn from frontline service encounters. In addressing this research gap, this study contributes to the frontline employee (FLE) literature by 1) investigating the contingency role of managers’ perceived career success in FLEs’ personal learning process, 2) distinguishing between FLEs’ service-related and context-related personal learning, and 3) accounting for both exploratory and exploitative learning. This study uses two datasets: an exploratory dataset on 253 FLEs and a multilevel and multisource dataset on 444 FLEs and 55 service managers. Findings reveal that managers who are unsuccessful in their careers still stimulate frontline learning processes, but their subordinates generally use only their service-related personal learning to generate ideas for service improvement. Successful managers are better able to guide their FLEs in how to turn context-related learning into service improvement.pt_PT
dc.description.versioninfo:eu-repo/semantics/acceptedVersionpt_PT
dc.identifier.doi10.1016/j.jbusres.2021.05.051pt_PT
dc.identifier.eid85107783762
dc.identifier.issn0148-2963
dc.identifier.urihttp://hdl.handle.net/10400.14/34567
dc.identifier.wos000677680300024
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.subjectFrontline employeespt_PT
dc.subjectIdeaspt_PT
dc.subjectManager's perceived career successpt_PT
dc.subjectPersonal learningpt_PT
dc.subjectService improvementpt_PT
dc.titleThe role of the service manager's perceived career success in frontline employees’ learning processes and service improvementpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage617pt_PT
oaire.citation.startPage601pt_PT
oaire.citation.titleJournal of Business Researchpt_PT
oaire.citation.volume134pt_PT
person.familyNameSchepers
person.familyNameLages
person.familyNameKadić-Maglajlić
person.givenNameJeroen
person.givenNameCristiana R.
person.givenNameSelma
person.identifier298400758
person.identifier.ciencia-id271B-F113-41FB
person.identifier.ciencia-id8A12-BE34-4E21
person.identifier.orcid0000-0003-0270-1348
person.identifier.orcid0000-0002-7024-9536
person.identifier.orcid0000-0002-1169-1623
person.identifier.scopus-author-id9734896700
person.identifier.scopus-author-id6506488114
person.identifier.scopus-author-id55966780600
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication39d0ecb0-97b4-4874-808d-0b027b5bbaf2
relation.isAuthorOfPublication4b779729-6a86-4834-b881-3d1761f9e972
relation.isAuthorOfPublicationf71fe97d-42fd-43d1-a633-4a2252c6151f
relation.isAuthorOfPublication.latestForDiscovery4b779729-6a86-4834-b881-3d1761f9e972

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