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Beyond organisational support: Exploring the supportive role of co-workers and supervisors in a multi-actor service ecosystem

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  • Pinna, Roberta
  • De Simone, Silvia
  • Cicotto, Gianfranco
  • Malik, Ashish

Abstract

Customer engagement in a value co-creation processes is an attractive proposition for firms as it closely mirrors consumer needs, encourages their participation in service consumption, improves their perception and reduces uncertainty and risk. This approach emphasizes the centrality of interaction among different actors within an ecosystem. Despite the critical role frontline employees play in customer engagement and relationship processes in a multi-actor system, there is a limited understanding of the role of co-workers and supervisors’ support in addition to organisational support for achieving high levels of employee and consequently customer engagement as well as reducing sales employees’ intention to quit. Using structural equation modelling and analyzing 481 employees’ data from an Italian retail chain, this paper analyses the impact of organisational and social support on employees’ job satisfaction, work engagement and intention to quit. Implications for theory and practice in value co-creation process in a multi-actor system are also discussed.

Suggested Citation

  • Pinna, Roberta & De Simone, Silvia & Cicotto, Gianfranco & Malik, Ashish, 2020. "Beyond organisational support: Exploring the supportive role of co-workers and supervisors in a multi-actor service ecosystem," Journal of Business Research, Elsevier, vol. 121(C), pages 524-534.
    • Handle: RePEc:eee:jbrese:v:121:y:2020:i:c:p:524-534
    DOI: 10.1016/j.jbusres.2020.02.022
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    2. Marina Mondo & Gianfranco Cicotto & Jessica Pileri & Ester Cois & Silvia De Simone, 2023. "Promote Well-Being and Innovation in Sustainable Organizations: The Role of Job Crafting as Mediator," Sustainability, MDPI, vol. 15(11), pages 1-21, May.
    3. Silvia De Simone & Gianfranco Cicotto & Roberto Cenciotti & Laura Borgogni, 2021. "Perceptions of Social Context and Intention to Quit: The Mediating Role of Work Engagement and Interpersonal Strain," Sustainability, MDPI, vol. 13(14), pages 1-14, July.
    4. Marina Mondo & Jessica Pileri & Federica Carta & Silvia De Simone, 2022. "Social Support and Self-Efficacy on Turnover Intentions: The Mediating Role of Conflict and Commitment," Social Sciences, MDPI, vol. 11(10), pages 1-17, September.
    5. Qi, Ji (Miracle) & Wang, Sijun & Lindsey Hall, Kristina K., 2023. "Bridging employee engagement and customer engagement in a service context," Journal of Business Research, Elsevier, vol. 160(C).
    6. Hjordis Sigursteinsdottir & Fjola Bjork Karlsdottir, 2022. "Does Social Support Matter in the Workplace? Social Support, Job Satisfaction, Bullying and Harassment in the Workplace during COVID-19," IJERPH, MDPI, vol. 19(8), pages 1-14, April.

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