Frontline employee empowerment: Scale development and validation using Confirmatory Composite Analysis
作者：
Highlights：
• This article conceptualises frontline employee empowerment (FLE) in the context of analytics-driven services.
• We empirically validate the empowerment scale through a survey of FLEs working in Australian Services Industry.
• We make the case to employ confirmatory composite analysis (PLS-SEM) for scale development research.
• We extend the empowerment construct using dynamic capabilities and offer implications for enhancing service delivery.
• We also examine the empowerment construct’s impact on two dependent constructs, market sensing and customer linking.
摘要
•This article conceptualises frontline employee empowerment (FLE) in the context of analytics-driven services.•We empirically validate the empowerment scale through a survey of FLEs working in Australian Services Industry.•We make the case to employ confirmatory composite analysis (PLS-SEM) for scale development research.•We extend the empowerment construct using dynamic capabilities and offer implications for enhancing service delivery.•We also examine the empowerment construct’s impact on two dependent constructs, market sensing and customer linking.
论文关键词：Frontline employees,Information empowerment,Scale development,Dynamic capabilities,Analytics-driven services,PLS-SEM,Confirmatory composite analysis (CCA)
论文评审过程：Received 27 December 2019, Revised 14 June 2020, Accepted 14 June 2020, Available online 7 July 2020, Version of Record 7 July 2020.
论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2020.102177
