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An investigation into the antecedents of frontline service employee guardianship behaviours


Potdar, B and Garry, T and Gnoth, J and Guthrie, J, An investigation into the antecedents of frontline service employee guardianship behaviours, Journal of Service Theory and Practice, 31, (3) pp. 450-467. ISSN 2055-6225 (2021) [Refereed Article]

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Emerald Publishing Limited

DOI: doi:10.1108/JSTP-06-2020-0124


Purpose: This study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.

Design/Methodology/Approach: The research framework comprises a quantitative survey of 507 frontline service employees at national supermarkets within New Zealand.

Findings: The findings of the survey suggest service employee perceptions of internal Corporate Social Responsibility (CSR) activities, their level of psychological ownership towards the supermarket,and personal moral beliefs, shape their guardianship behaviours, and consequentially the prevention of instore deviant behaviours by customers such as shoplifting.

Originality: The contribution of this paper is twofold. First, it offers both a conceptual foundation and an empirical-based evaluation of the antecedents and role of guardianship behaviour among frontline service employees. Second, the conceptual model derived from this research may aid practitioners in developing strategies that engender guardianship behaviours in their employees within service contexts.

Item Details

Item Type:Refereed Article
Keywords:CSR, employee engagement, psychological ownership, moral beliefs, shoplifting prevention, soft surveillance measures
Research Division:Human Society
Research Group:Criminology
Research Field:Causes and prevention of crime
Objective Division:Economic Framework
Objective Group:Management and productivity
Objective Field:Marketing
UTAS Author:Potdar, B (Dr Balkrushna Potdar)
ID Code:142955
Year Published:2021
Deposited By:TSBE
Deposited On:2021-02-17
Last Modified:2022-08-29
Downloads:11 View Download Statistics

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