IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v136y2021icp366-376.html
   My bibliography  Save this article

Taking matters into one’s own hands? Addressing the relational nature of FLE autonomy

Author

Listed:
  • Pedersen, Carsten Lund

Abstract

Frontline autonomy, commonly defined as decision-making power distributed to frontline employees (FLEs), has received an increasing amount of attention from scholars and practitioners alike. Despite the many fruitful efforts within this longstanding field of study, the literature is divided on the proper conceptualization of FLE autonomy. One way to integrate extant insights may be to see FLE autonomy as a relational phenomenon. Hence, the present study suggests that research on FLE autonomy should examine the dynamic and relational interplay among management, FLEs, and customers. In this paper, I address this issue by reviewing the extant literature in order to develop a relational model of FLE autonomy.

Suggested Citation

  • Pedersen, Carsten Lund, 2021. "Taking matters into one’s own hands? Addressing the relational nature of FLE autonomy," Journal of Business Research, Elsevier, vol. 136(C), pages 366-376.
    • Handle: RePEc:eee:jbrese:v:136:y:2021:i:c:p:366-376
    DOI: 10.1016/j.jbusres.2021.07.051
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296321005403
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2021.07.051?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. David M. Brock, 2003. "Autonomy of Individuals and Organizations: Towards a Strategy Research Agenda," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 2(1), pages 57-73, April.
    2. Du, Yana & Zhang, Li & Tekleab, Amanuel G., 2018. "Job strains, job control, and POS on employee performance: An interactionist perspective," Journal of Business Research, Elsevier, vol. 82(C), pages 213-219.
    3. Paola Criscuolo & Ammon Salter & Anne L. J. Ter Wal, 2014. "Going Underground: Bootlegging and Individual Innovative Performance," Organization Science, INFORMS, vol. 25(5), pages 1287-1305, October.
    4. Busola Oluwafemi, Tolulope & Mitchelmore, Siwan & Nikolopoulos, Konstantinos, 2020. "Leading innovation: Empirical evidence for ambidextrous leadership from UK high-tech SMEs," Journal of Business Research, Elsevier, vol. 119(C), pages 195-208.
    5. Andreas Eggert & Wolfgang Ulaga, 2002. "Customer perceived value: a substitute for satisfaction in business markets?," Post-Print hal-00484980, HAL.
    6. Elina Jaakkola, 2020. "Designing conceptual articles: four approaches," AMS Review, Springer;Academy of Marketing Science, vol. 10(1), pages 18-26, June.
    7. Klaus Wertenbroch & Rom Y. Schrift & Joseph W. Alba & Alixandra Barasch & Amit Bhattacharjee & Markus Giesler & Joshua Knobe & Donald R. Lehmann & Sandra Matz & Gideon Nave & Jeffrey R. Parker & Stefa, 2020. "Autonomy in consumer choice," Marketing Letters, Springer, vol. 31(4), pages 429-439, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Xiaoran Zheng & Yuzhuo Cai, 2022. "Transforming Innovation Systems into Innovation Ecosystems: The Role of Public Policy," Sustainability, MDPI, vol. 14(12), pages 1-26, June.
    2. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    3. He Li & Ye Zhu & Qihan Guo & Jingyu Wang & Mingxi Shi & Weishang Liu, 2024. "Unveiling Consumer Satisfaction with AI-Generated Museum Cultural and Creative Products Design: Using Importance–Performance Analysis," Sustainability, MDPI, vol. 16(18), pages 1-28, September.
    4. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    5. Elizabeth Kassab Sfeir, 2022. "Impact of interpersonal influences on Employee engagement and Psychological contract: Effects of guanxi, wasta, jeitinho, blat and pulling strings," Papers 2209.05592, arXiv.org.
    6. Pam Lee & Chulmo Koo & Namho Chung, 2019. "The Threats of North Korea’s Missile and Visitors’ International Conference Choice Behavior," Sustainability, MDPI, vol. 11(18), pages 1-22, September.
    7. Yoo, Jungmin & Park, Minjung, 2016. "The effects of e-mass customization on consumer perceived value, satisfaction, and loyalty toward luxury brands," Journal of Business Research, Elsevier, vol. 69(12), pages 5775-5784.
    8. Christian P Theurer & Andranik Tumasjan & Isabell M Welpe, 2018. "Contextual work design and employee innovative work behavior: When does autonomy matter?," PLOS ONE, Public Library of Science, vol. 13(10), pages 1-35, October.
    9. Murat Çolak & Melce Elegel, 2020. "Human Resources Practices in Effective Corporate Governance Approach," International Journal of Human Resource Studies, Macrothink Institute, vol. 10(3), pages 223237-2232, December.
    10. John Mamokhere, 2022. "Accountability, inclusivity, effectiveness, and leaving no one behind: An exploration of effective governance principles in ensuring clean water and sanitation in South African municipalities," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(10), pages 191-205, December.
    11. Jaime Baby Moreno & Juan Fernando Uribe Arango, 2015. "Análisis Competitivo por parte de los talleres de servicio automotriz, mediante el uso del valor percibido por el cliente," Revista Ad-Minister, Universidad EAFIT, June.
    12. Bachev, Hrabrin & Ivanov, Bojidar & Mitova, Dilyana & Boevski, Ivan & Marinov, Petar & Sarov, Angel & Zvetkova, Daniela & Kostenarov, Krasimir & Vanev, Dimitar, 2021. "Емпирично Изследване На Управлението На Услугите На Агроекосистемите В България [An empirical study of the management of agro-ecosystem services in Bulgaria]," MPRA Paper 105696, University Library of Munich, Germany.
    13. LIN Cheng-Ta Lin & CHUANG Shuang-Shii, 2018. "The Importance Of Brand Image On Consumer Purchase Attitude: A Case Study Of E-Commerce In Taiwan," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 13(3), pages 91-104, December.
    14. Mukherjee, Debmalya & Lim, Weng Marc & Kumar, Satish & Donthu, Naveen, 2022. "Guidelines for advancing theory and practice through bibliometric research," Journal of Business Research, Elsevier, vol. 148(C), pages 101-115.
    15. Tierney, Kieran D. & Oswald Karpen, Ingo & Westberg, Kate, 2022. "Brand meaning and institutional work: The light and dark sides of service employee practices," Journal of Business Research, Elsevier, vol. 151(C), pages 244-256.
    16. Linder, Christian & Seidenstricker, Sven, 2018. "How does a component from a supplier with high reputation for product innovation improve the perception of a final offering? A process perspective," European Management Journal, Elsevier, vol. 36(2), pages 288-299.
    17. Brodie, Roderick J. & Whittome, James R.M. & Brush, Gregory J., 2009. "Investigating the service brand: A customer value perspective," Journal of Business Research, Elsevier, vol. 62(3), pages 345-355, March.
    18. Suchismita Satapathy & Saroj Patel & Amitabha Biswas & Pravudatta Mishra, 2012. "Interpretive structural modeling for E-electricity utility service," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 349-367, September.
    19. Gongli Luo & Guangming Zhu & Yanlu Guo, 2023. "Effect of paradoxical leadership on employee innovation behavior in a Confucian context," Asian Business & Management, Palgrave Macmillan, vol. 22(5), pages 2249-2279, November.
    20. Daniel P. Forbes, 2005. "The Effects of Strategic Decision Making on Entrepreneurial Self–Efficacy," Entrepreneurship Theory and Practice, , vol. 29(5), pages 599-626, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:136:y:2021:i:c:p:366-376. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.