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. 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, we sought to understand what factors relate to the important concepts of leader identity and leadership self-efficacy at the frontline.