Improving self-regulated learning competencies of service employees: roles of regulatory appraisals and supportive resources
| dc.authorid | 0000-0002-9303-5768 | en_US |
| dc.contributor.author | Elmadağ, A. Banu | |
| dc.contributor.author | Okan, Mehmet | |
| dc.contributor.author | Kurtuldu, Ece | |
| dc.date.accessioned | 2023-01-19T06:49:45Z | |
| dc.date.available | 2023-01-19T06:49:45Z | |
| dc.date.issued | 2023 | |
| dc.department | AÇÜ, Hopa İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümü | en_US |
| dc.description.abstract | Purpose – In the era of technological advancements such as artificial intelligence and robotics, the working environment of service employees is changing, and the need to self-regulate their learning efforts has reached a pinnacle. The purpose of this study is to investigate how supportive resources (organizational investments in social capital, supervisor support and favorable customer feedback) facilitate service employees’ self-regulated learning competencies (SRLCs) and how individual factors (self-efficacy and goal orientation) regulate service employee performance outcomes (commitment to service quality and job performance). Design/methodology/approach – Drawing on the social cognitive theory and social capital perspectives, a quantitative survey was implemented with 516 service employees of a corporation operating in Turkey in various service sectors (i.e. retailing, health and technology). The data are analyzed through a covariance-based structural equation model. Findings – Results showed that organizational, supervisory and customer-level supportive resources improved SRLCs and subsequently performance outcomes. Service employees’ goal orientation and selfefficacy attenuate the relationship between supportive resources and SRLCs. Originality/value – This paper enhances the current literature by investigating SRLCs of frontline service employees who need more dynamic and adaptive self-managed self-regulated learning rather than passive training activities. Moreover, the unexpected negative effect of regulatory mechanisms (goal orientation and self-efficacy) on the relationship between supportive resources and SRLCs opens new avenues for managers. | |
| dc.identifier.citation | Improving self-regulated learning competencies of service employees: roles of regulatory appraisals and supportive resources | Emerald Insight. (2022). Journal of Organizational Change Management, | en_US |
| dc.identifier.doi | 10.1108/JOCM-04-2022-0122 | |
| dc.identifier.uri | https://doi.org/10.1108/JOCM-04-2022-0122 | |
| dc.identifier.uri | https://hdl.handle.net/11494/4558 | |
| dc.identifier.wosquality | Q4 | |
| dc.indekslendigikaynak | Web of Science | |
| dc.institutionauthor | Okan, Mehmet | |
| dc.language.iso | en | en_US |
| dc.publisher | Emerald | en_US |
| dc.relation.ispartof | Journal of Organizational Change Management | |
| dc.relation.publicationcategory | Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı | en_US |
| dc.rights | info:eu-repo/semantics/closedAccess | en_US |
| dc.subject | Service employees | en_US |
| dc.subject | Self-regulated learning | en_US |
| dc.subject | Social capital | en_US |
| dc.subject | Supervisory support | en_US |
| dc.subject | Self-efficacy | en_US |
| dc.subject | Customer feedback | en_US |
| dc.subject | Commitment to service quality | en_US |
| dc.title | Improving self-regulated learning competencies of service employees: roles of regulatory appraisals and supportive resources | en_US |
| dc.type | Article |
