IDEAS home Printed from https://ideas.repec.org/a/sae/sagope/v14y2024i2p21582440241252488.html
   My bibliography  Save this article

Relationships Among Supervisors’ Authentic Leadership, Ostracism, Perceived Supervisor’s Trust and Commitment to Customer Services: Evidence From Frontline Service Employees of Small Stores

Author

Listed:
  • Ihsan Ullah Jan
  • Seonggoo Ji

Abstract

The influential roles of supervisor’s leadership in the context of a small store are not studied and it is unclear how it affects the attitudinal and behavioral outcomes of frontline service employees. Drawing on the social exchange theory, the purpose of this study is three folds. First, this study aims to examine the role of supervisors’ authentic leadership and supervisor ostracism on frontline service employees’ perceived supervisor trust. Second, this study investigates the effects of frontline service employees’ perceived supervisor trust on commitment to customer services and store affective commitment. Finally, the positive role of store affective commitment on frontline service employees’ commitment to customer services is examined. A survey-based was used to collect 203 responses from frontline service employees of coffee shops in Korea. Covariance-based structural equation modeling (CB-SEM) was conducted to test the hypotheses. The results indicated that a supervisor’s authentic leadership is positively whereas supervisor ostracism is negatively associated with supervisor trust. Similarly, supervisor trust has a significant positive effect on the frontline service employee’s commitment to customer services and store affective commitment. Finally, frontline service employees’ store affective commitment has a significant positive effect on the commitment to customer services. This research offers practical implications for managers of frontline service employees, particularly in the selection, training, promotion, and socialization process of supervisors of small stores in general and in coffee shops in particular. Practitioners interested to increase frontline service employees’ commitment to customer services and store affective commitment can leverage the findings of this study.

Suggested Citation

  • Ihsan Ullah Jan & Seonggoo Ji, 2024. "Relationships Among Supervisors’ Authentic Leadership, Ostracism, Perceived Supervisor’s Trust and Commitment to Customer Services: Evidence From Frontline Service Employees of Small Stores," SAGE Open, , vol. 14(2), pages 21582440241, May.
  • Handle: RePEc:sae:sagope:v:14:y:2024:i:2:p:21582440241252488
    DOI: 10.1177/21582440241252488
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/21582440241252488
    Download Restriction: no

    File URL: https://libkey.io/10.1177/21582440241252488?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
    ---><---

    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:sae:sagope:v:14:y:2024:i:2:p:21582440241252488. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: SAGE Publications (email available below). General contact details of provider: .

    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.