Frontline retail employees -- extinct or evolving: A look at the relationship between, servant leadership, employee engagement, organizational change recipients' belief and employee intent to quit

Abstract

Rapid change in the retail industry will remain constant as we navigate the new normal after the pandemic and innovation is implemented. The frontline retail worker is typically the least engaged and costly to replace. The influence of leadership is essential to the success of any organization employing frontline workers. This study evaluated the important relationship between leadership style and employee engagement in the retail industry during times of change. More specifically, this study seeks to understand that reward on investment of utilizing a servant leadership style in order to maintain high frontline employee engagement and buy-in and belief in the rapid retail change, therefore, lessening their intent to quit. The primary goal of this research will be that top management modifies the current retail leadership style and incorporates retail change while maintaining or increasing frontline worker engagement and commitment to the organization.