Antecedents, consequences and moderators of ambidextrous behaviours among frontline employees

摘要

Purpose -The demand for efficient and flexible workers is growing in the service industry, with the promise of enhanced revenue generation and customer retention. The purpose of this paper is to investigate the antecedents ( i.e. intrinsic motivation ( IM)) and consequences ( i.e. service performance ( SP)) of front line employees' ambidextrous behaviours, as well as the moderating roles of a proactive personality ( PP), emotional intelligence ( EI) and extrinsic reward ( ER) in the IM-individual ambidexterity ( IA) relationship.