We propose a framework for creating an effective self-managed service climate for frontline service employees with four antecedents - work facilitation, dedication, creativity and variety. Specifically, we examine the role of employee empowerment to mediate the relationship between the proposed antecedents when creating a self-managed service climate. Structural equation modelling was used to examine the anticipated relationships, the research design was cross-sectional. 533 adults, employed in services industries, participated in the study. The antecedents were found to have significant positive direct effects and employee empowerment was found to have a significant partial mediating effect on the four antecedents for creating an effective self-managed service climate. Theoretical and practical implications and future research directions are discussed.

Item Type:	Refereed Article
Keywords:	self-managed service climate, frontline service employees, work facilitation, dedication, creativity, variety, employee empowerment
Research Division:	Commerce, Management, Tourism and Services
Research Group:	Marketing
Research Field:	Service marketing
Objective Division:	Economic Framework
Objective Group:	Management and productivity
Objective Field:	Marketing
UTAS Author:	Arli, D (Dr Denni Arli)
ID Code:	149018
Year Published:	2020
Web of Science® Times Cited:	12
Deposited By:	TSBE
Deposited On:	2022-03-01
Last Modified:	2022-04-20
Downloads:	0