An investigation into the antecedents of frontline service employee guardianship behaviours
- 4 March 2021
- journal article
- research article
- Published by Emerald in Journal of Service Theory and Practice
- Vol. 31 (3), 450-467
- https://doi.org/10.1108/jstp-06-2020-0124
Abstract
Purpose: This study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.Design/methodology/approach: The research framework comprises a quantitative survey of 507 frontline service employees at national supermarkets within New Zealand.Findings: The findings of the survey suggest that service employee perceptions of internal corporate social responsibility (CSR) activities, their level of psychological ownership towards the supermarket and personal moral beliefs, shape their guardianship behaviours and, consequentially, the prevention of in-store deviant behaviours by customers such as shoplifting.Originality/value: The contribution of this paper is twofold. First, it offers both a conceptual foundation and an empirical-based evaluation of the antecedents and role of guardianship behaviour among frontline service employees. Second, the conceptual model derived from this research may aid practitioners in developing strategies that engender guardianship behaviours in their employees within service contexts.Keywords
This publication has 88 references indexed in Scilit:
- Guardianship for crime prevention: a critical review of the literatureCrime, Law, and Social Change, 2011
- Development and Validation of an Instrument to Measure Students’ Motivation and Self‐Regulation in Science LearningInternational Journal of Science Education, 2010
- Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or alliesJournal of Services Marketing, 2010
- The contribution of corporate social responsibility to organizational commitmentThe International Journal of Human Resource Management, 2007
- An Assessment of Equivalence Between Online and Mail Surveys in Service ResearchJournal of Service Research, 2006
- Modeling store loyalty: perceived value in market orientation practiceJournal of Services Marketing, 2006
- Evaluating Goodness-of-Fit Indexes for Testing Measurement InvarianceStructural Equation Modeling: A Multidisciplinary Journal, 2002
- Toward a Theory of Psychological Ownership in OrganizationsAcademy of Management Review, 2001
- Different Perceptions of Control: Applying an Extended Theory of Planned Behavior to Legal and Illegal Drug UseBasic and Applied Social Psychology, 1999
- Applications of structural equation modeling in marketing and consumer research: A reviewInternational Journal of Research in Marketing, 1996