Malhotra, Neeru ORCID: https://orcid.org/0000-0002-1351-9202, Ashill, Nicholas, Lages, Cristiana R. and Homayounfard, Amir (2020) Understanding the role of frontline employee felt obligation in services: 解读在服务领域一线员工中感知义务的作用. The Service Industries Journal, 42 (11-12). pp. 843-871. ISSN 0264-2069 (Print), 1466-4399 (Online) (doi:10.1080/02642069.2020.1858062)

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Abstract

Drawing on social exchange theory, this study investigates the mechanism of felt obligation underpinning the link between three key forms of perceived support (organization, supervisor, and team) and three key frontline employee work outcomes. The study also examines felt obligation - employee work outcomes relationships under the boundary condition of perceived fairness in reward allocation to explore if felt obligation preserves employee support despite unfair outcomes. Data obtained from 347 frontline employees in a call center organization largely support our hypotheses. Our findings demonstrate that perceived supervisor and team support exert a greater influence on felt obligation than the commonly investigated perceived organizational support. Our findings underscore the importance of felt obligation as an influential social exchange force that stimulates affective commitment and reduces turnover intentions of employees even under conditions when fairness in reward allocation is perceived to be lower. Felt obligation also influences service recovery performance positively.

这项研究基于社会交换理论，研究了感觉义 务的机制，该机制支撑了感知支持的三个关键形式（组织，主管和团队）与三个关键一线员工工作成果之间的联系。我们的结果基于呼叫中心的347 名一线员工，表明与通常调查的组织支持相比，主管和团队的感知支持对感觉到的义务影响更大。他们还强调了感觉到的义务作为一种有影响力的 社会交流力量的重要性，这种力量即使在认为奖励分配的公平性较低的情况下，也可以激发情感承诺并减少离职意图

Item Type:	Article
Uncontrolled Keywords:	service recovery, performance, perceived support, felt obligation, affective commitment, fairness in reward allocation, social exchange theory
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Faculty / School / Research Centre / Research Group:	Greenwich Business School Greenwich Business School > School of Management and Marketing
Last Modified:	07 Jan 2025 10:07
URI:	http://gala.gre.ac.uk/id/eprint/49188

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