10.26180/5c186bf5106b9
SIMA SEDIGHADELI
SIMA
SEDIGHADELI
THE NEXUS OF FRONTLINE EMPLOYEES ORIENTATIONS AND HIGH-PERFORMANCE WORK PRACTICES: FRONTLINE EMPLOYEES’ PERSPECTIVE OF THEIR PERFORMANCE IMPLICATIONS
Monash University
2018
High Performance work Practices
FLEs Orientation
Service Customisation
Marketing Management (incl. Strategy and Customer Relations)
Marketing Theory
Organisation and Management Theory
2018-12-18 03:39:31
Thesis
https://bridges.monash.edu/articles/thesis/THE_NEXUS_OF_FRONTLINE_EMPLOYEES_ORIENTATIONS_AND_HIGH-PERFORMANCE_WORK_PRACTICES_FRONTLINE_EMPLOYEES_PERSPECTIVE_OF_THEIR_PERFORMANCE_IMPLICATIONS/7476506
The study examines the influence of HPWPs and FLEs orientations on their work experiences; their customer relationship perception and potential business outcomes. The focus of the study is on FLEs in the Health and Hospitality industries. The hypothesised relationships are mediated by service customization. It is further hypothesised that these relationships are moderated by work intensification and fun at work. All proposed measures have robust psychometric properties in the two industries. Rival models were tested to establish which sets of variables are antecedents (HPWPs vs FLEs Orientations). The findings support the view that HPWPs are antecedents for FLEs marketing orientations.