Browsing by Author "Naima Ahsan, M Hassan Saad and Tanzeela Fatima"

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    Affecting Innovative Behavior of Front-Line Service Employees
    (UMT, Lahore, 2024) Naima Ahsan, M Hassan Saad and Tanzeela Fatima
    Within the framework of the Self-determination Theory (SDT), this study evaluates the mediating role of employee felt autonomy (EFA) between supervisory monitoring (SM) and employee innovative service behavior (ISB). The model perceives how supervisory monitoring can influence front line employee’s sense of independence in the workplace, which may subsequently impact service delivery. The targeted population for this research was Front line employees at airline check-in counters and ground handling from Lahore airport. Data were collected through a structured questionnaire with a total of 153 responses, which was distributed through online and physical means. For the results, mediation analysis was conducted using Smart partial least square (PLS) and statistical package for social sciences (SPSS). The Cronbach Alpha (>0.7), composite reliability and AVE proved the validity and reliability of the measurements used in this study. Moreover, values of SRMR, R2 and Q2 assessed the good fitness of the model. The study highlights a full mediation as the direct relationship between SM and ISB is insignificant.” However, a significant indirect effect took place, where supervisory monitoring positively influenced employee autonomy, which in turn significantly enhanced innovative service behavior (ISB). The results indicate that a well-managed level of supervisory monitoring, combined with increased employee autonomy, creates a supportive atmosphere that encourages innovative behavior for the employee. The study contributes to the existing literature by highlighting the critical interplay between supervision, autonomy, and innovation in high pressure service environments like the aviation industry.”