Purpose – The purpose of this paper is to investigate the moderating influences of empowerment and professional development on role stress‐commitment relationships, while examining and confirming the effects of role stress on organisational commitment. Design/methodology/approach – The...

Frontline employee (FLE) attitudes and behaviours during service encounters influence customers? perceptions of service quality and customer satisfaction. The identification of variables that influence FLEs service behaviours is, therefore, important. Much remains unknown about the factors...