Enforcement of service rules by frontline employees: A conceptual model and research propositions

• Published in: Journal of business research Vol. 154; p. 113339
• Main Authors: Ifie, Kemefasu, Mousavi, Sahar, Xie, Junyi
• Format: Journal Article
• Language: English
• Published: Elsevier Inc 01.01.2023
• Subjects: Enforcement consistency; Enforcement of service rules; Enforcement style; Fairness theory; Frontline employees; Role theory; Enforcement style; ESR; Frontline employees; Enforcement of service rules; Enforcement consistency; Fairness theory; Role theory; FLE

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...