Strategic Change Implementation and Performance Loss in the Front Lines

Jun Ye · Detelina Marinova · Jagdip Singh

123 citations0/0 files storedJournal of Marketing

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Organizational Change and Leadership Management and Organizational Practices Organizational Management and Change

Abstract

Adopting a frontline employee (FLE) perspective, this study models a performance loss process during an organization's strategic change implementation. The process is activated by changes in unit management's emphases on cost containment and revenue-generating strategies and is governed by FLE detachment. The authors also examine an intervention mechanism for mitigating performance loss by including the influence of FLE participation in change decisions. The model is tested with data from five service organizations that employ 843 FLEs. The results indicate that (1) FLE detachment is effective in separating out the negative and positive effects of change, (2) FLE change perceptions are sensitive to the focus of strategic change (cost containment versus revenue enhancement strategies), and (3) FLE participation significantly enhances the positive effects of change and mitigates performance loss.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 123 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1985Stress, appraisal, and coping 2013Stress: Appraisal and Coping 1981The measurement of experienced burnout 1990PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.2001Accounting for common method variance in cross-sectional research designs.2002Building a practically useful theory of goal setting and task motivation: A 35-year odyssey.

Cited by

2021Does Emotional Intelligence Influence Academic Performance? The Role of Compassion and Engagement in Education for Sustainable Development 2017Service innovativeness and the structuring of organizations: The moderating roles of learning orientation and inter-functional coordination 2019Increasing customer loyalty through customer engagement in the retail banking industry 2012Understanding Trust in Financial Services 2015Service employee burnout and engagement: the moderating role of power distance orientation

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.