Multi-foci commitments in the Chinese service context: evaluating commitment outcomes, interactions, and profiles

Abstract

The objective of this study is to investigate the relationship between frontline service employees (FLSE)’s multiple commitment foci and work related outcomes to address the question of how commitment may result in Chinese FLSE’s staying and performing in service organizations.
The study applied a unidimensional and target-free commitment model (KUT) to examine the relationship between six multiple commitments and six related outcomes likely to be salient in the China service frontline context. FLSE’s boundary spanner role is taken into account, the effects and joint effects of multiple foci to FLSE’s work related behaviors (intention to quit, in-role performance and OCB) and wellbeing are examined, and the patterns of multiple commitment subgroups has been investigated.
The results of this study confirm the validity of the KUT model in the China FLSEs’ work context, and indicate a synergistic relationship between commitment to supervisor and organizational commitment, and a compensatory interaction between occupational commitment and commitment to customer to certain outcomes. Further, the qualitative and quantitative differences of commitment subgroups provide practical insights for management.