Psychological Empowerment, Emotional Intelligence, and Perceived Organizational Support: A Conceptual Framework for Enhancing Service Performance in the Retail Sector

Maneesha Rajeev
MBA Student, Sahrdaya Institute of Management Studies, Thrissur, Kerala, India,
maneesharajeeev@gmail.com
Dr. Chinju Chandran S
Assistant Professor, Sahrdaya Institute of Management Studies, Thrissur, Kerala, India,
chinju@sahrdayasims.ac.in ORCID ID- 0000-0003-2726-9993

ABSTRACT:In an era where service excellence is a strategic necessity, the psychological and organizational well-being of frontline employees is both realistic and highly desirable due to its direct impact on customer satisfaction. Their internal motivation and the support they receive from the organization make them well-positioned to act as the primary drivers for the long term sustainability of the retail economy. The purpose of this study is to specifically bring out the significance ofPsychological Empowerment (PE), Emotional Intelligence (EI), and Perceived Organizational Support (POS) for encouraging superior Service Performance (SP) by blending the internal psychological traits of employees with the external support systems of the organization. The literature supports that these three elements are essential in ensuring an employee’s success and supporting them as sustainable human capital for the growth of a retail enterprise. The study reveals that because of the distinctive nature of frontline roles, which require high emotional labor, these factors equally serve as a role model for service excellence and contribute immensely to the operational efficiency of major retail hubs. In keeping with this, the study proposes a conceptual model to understand the interrelationship between these variables and their collective impact on service delivery.
Keywords: Psychological Empowerment, Emotional Intelligence, Perceived Organisational Support, Service Performance, Retail Sector, Frontline Employees