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

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dc.contributor.authorAffum-Osei, E.
dc.contributor.authorAdom Asante, E.
dc.contributor.authorKwarteng Forkouh, S.
dc.contributor.authorAbdul-Nasiru, I.
dc.date.accessioned2019-06-11T13:52:38Z
dc.date.available2019-06-11T13:52:38Z
dc.date.issued2019-05
dc.description.abstractWith 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.en_US
dc.identifier.citationEmmanuel Affum-Osei, Eric Adom Asante, Solomon Kwarteng Forkouh & Inusah Abdul-Nasiru (2019): Career adaptability and ambidextrous behavior among customer- service representatives: the role of perceived organizational support, Journal of Personal Selling & Sales Management, DOI: 10.1080/08853134.2019.1594241en_US
dc.identifier.otherhttps://doi.org/10.1080/08853134.2019.1594241
dc.identifier.urihttp://ugspace.ug.edu.gh/handle/123456789/30653
dc.language.isoenen_US
dc.publisherJournal of Personal Selling and Sales Managementen_US
dc.subjectIndividual ambidexterityen_US
dc.subjectCareer adaptabilityen_US
dc.subjectPerceived organizational supporten_US
dc.subjectService performanceen_US
dc.subjectCareer construction theoryen_US
dc.titleCareer adaptability and ambidextrous behavior among customer-service representatives: the role of perceived organizational supporten_US
dc.typeArticleen_US

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