Enforcement of service rules by frontline employees: A conceptual model and research propositions
Rule enforcement is a crucial part of the frontline service employee’s role that, if mishandled, can have serious consequences for employees, customers and the organization. However, there is very little knowledge about both its drivers and outcomes in the service literature. This study contributes...
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| Published in | Journal of business research Vol. 154; p. 113339 |
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| Main Authors | , , |
| Format | Journal Article |
| Language | English |
| Published |
Elsevier Inc
01.01.2023
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| Abstract | Rule enforcement is a crucial part of the frontline service employee’s role that, if mishandled, can have serious consequences for employees, customers and the organization. However, there is very little knowledge about both its drivers and outcomes in the service literature. This study contributes to the organizational frontlines literature by developing a comprehensive framework of the drivers and consequences of service rule enforcement. Our conceptual model identifies organizational, individual, and situational variables that influence service rule enforcement and sheds light on the employee-related, customer-related, and organization-related consequences of rule enforcement. In conceptualizing service rule enforcement, we address the notions of enforcement/non-enforcement, the extent and consistency of enforcement, and rule enforcement styles. We also propose that rule enforcement can have both positive and negative consequences. Finally, we provide a research agenda that proposes ideas for future studies in this area. |
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| AbstractList | Rule enforcement is a crucial part of the frontline service employee’s role that, if mishandled, can have serious consequences for employees, customers and the organization. However, there is very little knowledge about both its drivers and outcomes in the service literature. This study contributes to the organizational frontlines literature by developing a comprehensive framework of the drivers and consequences of service rule enforcement. Our conceptual model identifies organizational, individual, and situational variables that influence service rule enforcement and sheds light on the employee-related, customer-related, and organization-related consequences of rule enforcement. In conceptualizing service rule enforcement, we address the notions of enforcement/non-enforcement, the extent and consistency of enforcement, and rule enforcement styles. We also propose that rule enforcement can have both positive and negative consequences. Finally, we provide a research agenda that proposes ideas for future studies in this area. |
| ArticleNumber | 113339 |
| Author | Ifie, Kemefasu Xie, Junyi Mousavi, Sahar |
| Author_xml | – sequence: 1 givenname: Kemefasu surname: Ifie fullname: Ifie, Kemefasu email: K.Ifie@lboro.ac.uk organization: School of Business and Economics, Loughborough University, Loughborough LE11 3TU, United Kingdom – sequence: 2 givenname: Sahar surname: Mousavi fullname: Mousavi, Sahar email: S.Mousavi@lboro.ac.uk organization: School of Business and Economics, Loughborough University, Loughborough LE11 3TU, United Kingdom – sequence: 3 givenname: Junyi surname: Xie fullname: Xie, Junyi email: J.Xie@surrey.ac.uk organization: Surrey Business School, University of Surrey, Guildford, Surrey GU2 7XH, United Kingdom |
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| Keywords | Enforcement style ESR Frontline employees Enforcement of service rules Enforcement consistency Fairness theory Role theory FLE |
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