Career adaptability and ambidextrous behavior among customer-service representatives: the role of perceived organizational support

Emmanuel AFFUM-OSEI, Eric Adom ASANTE, Solomon KWARTENG FORKOUH, Inusah ABDUL-NASIRU

Research output: Journal PublicationsJournal Article (refereed)Researchpeer-review

1 Scopus Citations

Abstract

With the increasing need for dynamism in the world, organizations and researchers have been interested in how employees can easily cope with change and be flexible on the job by using their foreknowledge and still being open to new ideas to boost their work output. Consequently, there has been an increase in research on ambidexterity. However, much is still unknown regarding the determinants of individual-level ambidexterity. This article examines the importance of career adaptability resources in predicting employees’ ambidextrous behavior and service performance. Our study also demonstrates the mediation role of ambidexterity in the career adaptability–service performance relationship as well as the moderating role of perceived organizational support (POS) in the ambidexterity–service performance relationship. Data were collected from 443 service representatives of telecommunication organizations in two timepoints. Structural equation modeling (SEM) was used to test the research hypotheses. SEM results show that career adaptability positively relates to ambidextrous behavior and service performance. While POS interacts with ambidexterity to positively predict service performance, ambidexterity serves as a mechanism through which career adaptability influences service performance. The study provides insight for practitioners to offer adequate guidance and a supportive working environment for both existing and prospective employees toward training and performance.
Original languageEnglish
JournalJournal of Personal Selling and Sales Management
DOIs
Publication statusE-pub ahead of print - 1 May 2019

Fingerprint

customer
career
Personnel
performance
employee
Telecommunication
dynamism
Career adaptability
Ambidexterity
Customer service
Perceived organizational support
telecommunication
mediation
Service performance
determinants
resources
Structural equation modeling
Employees

Keywords

  • career adaptability
  • career construction theory
  • individual ambidexterity
  • perceived organizational support
  • service performance

Cite this

@article{824b49b1c9f846d4a10e4817fd6386f8,
title = "Career adaptability and ambidextrous behavior among customer-service representatives: the role of perceived organizational support",
abstract = "With the increasing need for dynamism in the world, organizations and researchers have been interested in how employees can easily cope with change and be flexible on the job by using their foreknowledge and still being open to new ideas to boost their work output. Consequently, there has been an increase in research on ambidexterity. However, much is still unknown regarding the determinants of individual-level ambidexterity. This article examines the importance of career adaptability resources in predicting employees’ ambidextrous behavior and service performance. Our study also demonstrates the mediation role of ambidexterity in the career adaptability–service performance relationship as well as the moderating role of perceived organizational support (POS) in the ambidexterity–service performance relationship. Data were collected from 443 service representatives of telecommunication organizations in two timepoints. Structural equation modeling (SEM) was used to test the research hypotheses. SEM results show that career adaptability positively relates to ambidextrous behavior and service performance. While POS interacts with ambidexterity to positively predict service performance, ambidexterity serves as a mechanism through which career adaptability influences service performance. The study provides insight for practitioners to offer adequate guidance and a supportive working environment for both existing and prospective employees toward training and performance.",
keywords = "career adaptability, career construction theory, individual ambidexterity, perceived organizational support, service performance",
author = "Emmanuel AFFUM-OSEI and ASANTE, {Eric Adom} and {KWARTENG FORKOUH}, Solomon and Inusah ABDUL-NASIRU",
year = "2019",
month = "5",
day = "1",
doi = "10.1080/08853134.2019.1594241",
language = "English",
journal = "Journal of Personal Selling and Sales Management",
issn = "0885-3134",
publisher = "Taylor and Francis Ltd.",

}

Career adaptability and ambidextrous behavior among customer-service representatives: the role of perceived organizational support. / AFFUM-OSEI, Emmanuel; ASANTE, Eric Adom; KWARTENG FORKOUH, Solomon; ABDUL-NASIRU, Inusah.

In: Journal of Personal Selling and Sales Management, 01.05.2019.

Research output: Journal PublicationsJournal Article (refereed)Researchpeer-review

TY - JOUR

T1 - Career adaptability and ambidextrous behavior among customer-service representatives: the role of perceived organizational support

AU - AFFUM-OSEI, Emmanuel

AU - ASANTE, Eric Adom

AU - KWARTENG FORKOUH, Solomon

AU - ABDUL-NASIRU, Inusah

PY - 2019/5/1

Y1 - 2019/5/1

N2 - With the increasing need for dynamism in the world, organizations and researchers have been interested in how employees can easily cope with change and be flexible on the job by using their foreknowledge and still being open to new ideas to boost their work output. Consequently, there has been an increase in research on ambidexterity. However, much is still unknown regarding the determinants of individual-level ambidexterity. This article examines the importance of career adaptability resources in predicting employees’ ambidextrous behavior and service performance. Our study also demonstrates the mediation role of ambidexterity in the career adaptability–service performance relationship as well as the moderating role of perceived organizational support (POS) in the ambidexterity–service performance relationship. Data were collected from 443 service representatives of telecommunication organizations in two timepoints. Structural equation modeling (SEM) was used to test the research hypotheses. SEM results show that career adaptability positively relates to ambidextrous behavior and service performance. While POS interacts with ambidexterity to positively predict service performance, ambidexterity serves as a mechanism through which career adaptability influences service performance. The study provides insight for practitioners to offer adequate guidance and a supportive working environment for both existing and prospective employees toward training and performance.

AB - With the increasing need for dynamism in the world, organizations and researchers have been interested in how employees can easily cope with change and be flexible on the job by using their foreknowledge and still being open to new ideas to boost their work output. Consequently, there has been an increase in research on ambidexterity. However, much is still unknown regarding the determinants of individual-level ambidexterity. This article examines the importance of career adaptability resources in predicting employees’ ambidextrous behavior and service performance. Our study also demonstrates the mediation role of ambidexterity in the career adaptability–service performance relationship as well as the moderating role of perceived organizational support (POS) in the ambidexterity–service performance relationship. Data were collected from 443 service representatives of telecommunication organizations in two timepoints. Structural equation modeling (SEM) was used to test the research hypotheses. SEM results show that career adaptability positively relates to ambidextrous behavior and service performance. While POS interacts with ambidexterity to positively predict service performance, ambidexterity serves as a mechanism through which career adaptability influences service performance. The study provides insight for practitioners to offer adequate guidance and a supportive working environment for both existing and prospective employees toward training and performance.

KW - career adaptability

KW - career construction theory

KW - individual ambidexterity

KW - perceived organizational support

KW - service performance

UR - http://www.scopus.com/inward/record.url?scp=85065222406&partnerID=8YFLogxK

U2 - 10.1080/08853134.2019.1594241

DO - 10.1080/08853134.2019.1594241

M3 - Journal Article (refereed)

JO - Journal of Personal Selling and Sales Management

JF - Journal of Personal Selling and Sales Management

SN - 0885-3134

ER -