Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-09-01 DOI:10.1108/jstp-02-2022-0042

H. Yen, P. J. Hu, Yi-Chun Liao, Jiun-Yu Wu

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引用次数: 3

Abstract

PurposeAmbidextrous frontline service employees (FSEs), capable of delivering quality services and carrying out sales responsibilities too, are crucial to service firms. This study seeks to extend ambidexterity research by examining how a manager's goal orientation could influence FSEs' ambidextrous conversion. The authors draw on achievement goal theory and conceptualize a link between a manager's achievement goal orientation and employees' service–sales ambidexterity (SSA). The authors then apply conservation of resources theory to complement this high-level conceptualization, hypothesize mediating roles of important resources that can facilitate employees' SSA, and the authors test them empirically.Design/methodology/approachThis study adopts a questionnaire survey design. The empirical test relies on multilevel path analyses of dyadic data from 341 FSEs and 39 managers of a major logistics service company in Taiwan.FindingsManagers with a prominent learning goal orientation can facilitate and foster FSEs' SSA through developmental inducements and change-related self-efficacy, two important resources for their ambidextrous conversion. Managers with a strong performance-avoid goal orientation instead might hinder employees' SSA conversion, due to a negative impact on developmental inducements. Furthermore, SSA enhances FSEs' service delivery value and sales performance.Originality/valueBy analyzing and empirically testing the influence pathways of essential resources perceived by FSEs, which channel the effects of a manager's goal orientation to employees' SSA conversion, this study offers insights about how managers can support and foster FSEs' service–sales ambidextrous conversion.

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管理者目标导向对一线服务员工服务-销售双元转换的影响

目的灵活的一线服务员工(fse)，既能提供优质的服务，又能履行销售职责，对服务公司至关重要。本研究旨在通过研究管理者的目标取向如何影响FSEs的双灵巧性转换来扩展双灵巧性研究。作者借鉴成就目标理论，提出了管理者的成就目标取向与员工的服务-销售双元性之间的关系。然后，作者运用资源守恒理论对这一高层次概念化进行了补充，假设重要资源在促进员工SSA中的中介作用，并对其进行了实证检验。设计/方法/方法本研究采用问卷调查设计。实证检验基于台湾某大型物流服务公司341名金融服务业者与39名管理人员的二元数据进行多层次路径分析。研究发现学习目标导向显著的管理者可以通过发展诱因和变化相关自我效能感这两个重要的资源促进和促进FSEs的双灵巧转换。相反，具有较强绩效回避型目标导向的管理者可能会阻碍员工的SSA转换，因为发展激励会产生负面影响。此外，SSA提高了fse的服务交付价值和销售业绩。原创性/价值本研究通过分析和实证检验fse感知的基本资源对员工SSA转换的影响路径，为管理者如何支持和促进fse的服务-销售双向转换提供启示。

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.