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Frontline employee empowerment: Scale development and validation using Confirmatory Composite Analysis

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  • Motamarri, Saradhi
  • Akter, Shahriar
  • Yanamandram, Venkata

Abstract

Empowerment has been argued as a viable strategy to enable frontline employees (FLEs) to manage the complexities of service encounters. Organisations must cascade insights from analytics to frontlines for dynamic (re)bundling of service elements while serving customers. However, very little is known on how FLEs are empowered in analytics-driven services. This study addresses these research gaps, drawing on a systematic literature review and in-depth interviews (n = 30), followed by conceptualisation and validation of an empowerment scale through a pilot (n = 50) and the main study (n = 304). This research confirms empowerment as a second-order construct consisting of six dimensions namely, decision making, discretionary skills, information access, knowledge, tools and training. The predictive power of the scale is validated through PLSc and PLSpredict (k = 10) using a training sample (n = 274) and a holdout sample (n = 30). Theoretically, this work extends FLE empowerment to analytics-driven services. Practically, the study informs managers to complement their investments in technology with an internal orientation program to empower FLEs to effectively link with customers and seize opportunities.

Suggested Citation

  • Motamarri, Saradhi & Akter, Shahriar & Yanamandram, Venkata, 2020. "Frontline employee empowerment: Scale development and validation using Confirmatory Composite Analysis," International Journal of Information Management, Elsevier, vol. 54(C).
    • Handle: RePEc:eee:ininma:v:54:y:2020:i:c:s0268401219317694
    DOI: 10.1016/j.ijinfomgt.2020.102177
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    Citations

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    Cited by:

    1. Akter, Shahriar & Dwivedi, Yogesh K. & Sajib, Shahriar & Biswas, Kumar & Bandara, Ruwan J. & Michael, Katina, 2022. "Algorithmic bias in machine learning-based marketing models," Journal of Business Research, Elsevier, vol. 144(C), pages 201-216.
    2. Hossain, Md Afnan & Akter, Shahriar & Yanamandram, Venkata & Strong, Carolyn, 2024. "Navigating the platform economy: Crafting a customer analytics capability instrument," Journal of Business Research, Elsevier, vol. 170(C).
    3. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris, 2022. "Examining the role of cross-cultural factors in the international market on customer engagement and purchase intention," Journal of International Management, Elsevier, vol. 28(3).
    4. Rameshwar Dubey & David J. Bryde & Cyril Foropon & Gary Graham & Mihalis Giannakis & Deepa Bhatt Mishra, 2022. "Agility in humanitarian supply chain: an organizational information processing perspective and relational view," Annals of Operations Research, Springer, vol. 319(1), pages 559-579, December.
    5. Motamarri, Saradhi & Akter, Shahriar & Hossain, Md Afnan & Dwivedi, Yogesh K, 2022. "How does remote analytics empowerment capability payoff in the emerging industrial revolution?," Journal of Business Research, Elsevier, vol. 144(C), pages 1163-1174.

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