Title: The mediation role of frontline employee adaptability between service orientation and job outcomes: evidence from Indian power sector

Authors: Michael Sony; Nandakumar Mekoth

Addresses: Department of Electricity, 220kV Amona S/S, Sankhli, Goa, 403404, India ' Faculty of Management Studies, Goa University, India

Abstract: Frontline employees are indispensable part of service experience and FLE's who are adaptable are a plus point for the organisation and customer. From previous studies, the impact of service orientation on the job outcomes is observed. This research examines the relationship between service orientation, frontline employee adaptability and job outcomes like job satisfaction and job performance. The research finds a positive relationship between service orientation and frontline employee adaptability using structural equation modelling. Besides, FLE adaptability is found to positively impact job outcomes and found to be completely mediating the relationship between service orientation and job outcomes. The results and implications are discussed.

Keywords: service orientation; job satisfaction; job performance; structural equation modelling; SEM; India; frontline employees; employee adaptability; India; power industry; job outcomes.

DOI: 10.1504/IJBEX.2017.081931

International Journal of Business Excellence, 2017 Vol.11 No.3, pp.357 - 380

Received: 16 Apr 2015
Accepted: 15 Jul 2015
Published online: 31 Jan 2017 *

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