Affecting Innovative Behavior of Front-Line Service Employees
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Date
2024
Journal Title
Journal ISSN
Volume Title
Publisher
UMT, Lahore
Abstract
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.”