Strategic Change Implementation and Performance Loss in The Front Lines  

Oleh:

Singh, Jagdip ; Marinova, Detelina ; Jun Ye

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 71 no. 4 (Oct. 2007), page 156-171.
Topik: perception; FLE

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ94.12 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

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

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