Practical implications of front-line employee inspiration | Kathrin Neumueller

In this podcast, we connect with Dr. Kathrin Neumueller to discuss brick-and-mortar retailers who face an increasingly competitive market environment. She argues that frontline employee inspiration is a promising strategy to motivate frontline employees (i.e., employees with regular customer contact) to go beyond role requirements and to drive them to provide superior service quality. While a few retailers (e.g., IKEA, Nespresso, Apple) have recently come to harness the power of inspiration to drive employee performance, most other companies have yet to recognize this approach. Dr. Kathrin’s work provides the first systematic and empirically grounded research into employee inspiration with special consideration of frontline employees interacting with customers at the point of sale.