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All Journal Jurnal Minds: Manajemen Ide dan Inspirasi
Murfat, Moh. Zulfachmi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Smiles, Systems, and Support: How Technology and Workplace Climate Shape Frontline Employee Growth Murfat, Moh. Zulkifli; Murfat, Moh. Zulfachmi; Mohamad, Mahathir; Anas, Ali
Jurnal Minds: Manajemen Ide dan Inspirasi Vol 12 No 2 (2025): December
Publisher : Management Department, Universitas Islam Negeri Alauddin Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24252/minds.v12i2.56641

Abstract

Frontline employees stand where technology meets human service. This study contributes to HRM scholarship by integrating Job Demands–Resources and Social Exchange theories to explain how technological support and a supportive working environment jointly uphold employee growth in service organizations. Using survey data from 329 Indonesian retail workers and partial-least-square structural-equation-modeling, results reveal that technology enhances growth both directly and through a supportive climate that nurtures trust and engagement. The findings extend socio-technical and JD–R perspectives by illustrating how digital tools become developmental resources only when embedded in caring organizational climates. Managers should treat technology not as automation but as a partner in human capability building through empathy, training, and supportive design.  
Co-Authors Anas, Ali Mohamad, Mahathir Murfat, Moh Zulkifli