Employee Wellness on the Frontline: An Interactional Psychology Perspective

27 Dec 2021

Abstract

Purpose

Employee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to conceptually model the interactive influences of organizational and employee factors in influencing FLSW involvement in wellness programs and provides suggestions on how service organizations can enhance wellness behaviors and outcomes.
Design/methodology/approach 
This paper builds upon classical and contemporary management theories to identify important gaps in knowledge about how employees and firms engage with wellness. Interactive psychology, emphasizing multidirectional interaction between person (employee) and situation (organization) wellness orientation, is introduced.
Findings 
The paper develops a model that can be used to assess organizational wellness program effectiveness by emphasizing the interaction of employee and organizational wellness orientation. The model illustrates that wellness effectiveness relies equally on employee agency through an active wellness orientation matched with the organizational wellness orientation.
Originality/value
This paper questions the dominant approaches to assessing the effectiveness of workplace wellness initiatives, arguing for a more humanistic and agentic perspective rather than traditional organizationally centered fiscal measures.

Authors: Verma R. and other authors

Read more about the article here

Read more about the author’s publications here

Related Insight

College of Arts and Sciences’ leaders and faculty visiting elite UK universities in Summer 2022 for potential collaborations

College of Arts and Sciences’ leaders and faculty visiting elite UK universities in Summer 2022 for potential collaborations

In July 2022, the Dean of College of Arts and Sciences (CAS) Dr. Vu Anh Dzung was joined […]

Read More
A review of “Harmonious Technology: A Confucian Ethics of Technology” by Wong, Pak-Hang, and Tom Xiaowei Wang (Eds.)

A review of “Harmonious Technology: A Confucian Ethics of Technology” by Wong, Pak-Hang, and Tom Xiaowei Wang (Eds.)

Philosophers are paying increasing attention to the implications of technology. While technologies have always transformed the way we […]

Read More
Gender Equality Research

Gender Equality Research

CAS-CHS research team represented by Ms Lien Trinh (PI) and Dr Pranee Liamputtong, respectively, in collaboration with University […]

Read More