Leading from the Frontline: Developing Leader Identity and Leadership Self-Efficacy among Frontline Managers.

Abstract

Frontline managers are responsible for the supervision of non-managerial employees and overseeing day-to-day operations in general. They are often directly involved in employee recruitment, training, and performance management and are critical to implementing practices and innovations that enhance productivity (Ahmed, Shields, White, & Wilbert, 2010; Brewer, 2005; Kraut, Pedigo, McKenna, & Dunnette, 1989; Purcell & Hutchinson, 2007; Risher, 2010). Frontline managers in the service industry are no exception, and should receive more attention as the service industry expands. We therefore designed a research study based in a large organisation in the food service industry. Through this study, ..