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Perceived Managerial Sincerity, Feedback‐seeking Orientation And Motivation Among Front‐line Employees Of A Service Organization

A. Paswan, L. Pelton, S. True
Published 2005 · Business

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Purpose – Literature on the services industry's front‐line employees has largely focused on the relationships between service providers and customers. However, there is increasing approbation that managers influence the front‐line employees' motivation, ultimately impacting service quality. This study investigates the relationship between front‐line employees' perceived managerial sincerity, need for feedback, and role motivation.Design/methodology/approach – The data were collected at 26 restaurants (from a global fast‐food franchised chain) located in a large US city, using a self‐administered questionnaire, from their front‐line employees. The final sample size was 185 (47.4 percent response).Findings – The results suggest a positive association between front‐line employees’ feedback‐seeking orientation and their perceived managerial sincerity. A positive association also exists between front‐line employees' motivation levels and their job satisfaction.Research limitations/implications – The focus on a...
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