Fostering engagement among emotionally exhausted frontline employees in financial services sector

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-04-01 DOI:10.1108/jstp-08-2021-0175

Gurjeet Sahi, S. Roy, T. Singh

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引用次数: 4

Abstract

PurposeThis study investigates the role of personal resource (i.e. psychological empowerment) in reducing the negative impact of emotional exhaustion of frontline employees on their engagement. It also examines the moderating effects of ethical climate and transformational leadership in mitigating the negative influence of emotional exhaustion on engagement among frontline service employees (FLEs).Design/methodology/approachData were collected from 671 frontline employees from financial services sector. Confirmatory factor analysis (CFA) and hierarchical regression analysis (HRA) were used to test the hypothesized relationships.FindingsResults show that the impact of emotional exhaustion on employee engagement is greatly affected by psychological empowerment. Transformational leadership moderates the negative effects of emotional exhaustion on psychological empowerment, while ethical climate weakens the negative impact of emotional exhaustion on employee engagement.Practical implicationsService firms need to provide enough autonomy to emotionally exhausted frontline employees so that they feel valued. The emotionally exhausted employees can be engaged if they are empowered to discharge their job most effectively and a climate is ensured which can keep them motivated toward accomplishing their targets. A fair and just treatment shall boost their morale to perform better and to strengthen their staying intentions.Originality/valueThe novelty of our study lies in examining and fostering engagement among emotionally exhausted FLEs. It shows that job resources at the individual level (i.e. psychological empowerment), team level (i.e. transformational leadership) and organizational level (i.e. ethical climate) can help in encouraging work engagement among emotionally exhausted FLEs.

查看原文本刊更多论文

培养情绪疲惫的金融服务业一线员工的参与度

目的本研究调查了个人资源（即心理赋权）在减少一线员工情绪衰竭对其敬业度的负面影响方面的作用。它还考察了道德氛围和变革型领导在减轻情绪衰竭对一线服务员工参与度的负面影响方面的调节作用。设计/方法/方法数据来自金融服务业的671名一线员工。验证性因素分析（CFA）和层次回归分析（HRA）用于检验假设的关系。研究结果表明，情绪耗竭对员工敬业度的影响在很大程度上受到心理赋权的影响。转变型领导调节了情绪衰竭对心理赋权的负面影响，而道德氛围则削弱了情绪耗竭对员工敬业度的负面影响。实际含义服务公司需要为情绪疲惫的一线员工提供足够的自主权，让他们感到自己受到了重视。如果情绪疲惫的员工有能力最有效地完成工作，并且有一种氛围可以让他们有动力实现目标，那么他们就可以参与进来。公平公正的待遇将鼓舞他们的士气，使他们表现得更好，并增强他们的留任意愿。独创性/价值我们研究的新颖之处在于研究和培养情绪疲惫的FLE的参与度。研究表明，个人层面（即心理赋权）、团队层面（即变革型领导）和组织层面（即道德氛围）的工作资源有助于鼓励情绪疲惫的FLE参与工作。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.