مجلة روافد للدراسات و الأبحاث العلمية في العلوم الاجتماعية والإنسانية
Volume 10, Numéro 1, Pages 535-559
2026-06-01
Examining Employee Advocacy As A Driver Of Frontline Service Excellence In The Algerian Telecommunications Sector: A Mixed-methods Study
Authors : Rebbouh Manel . Mechter Fatima .
Abstract
This study examines the relationship between employee advocacy and frontline service excellence within the Algerian telecommunications sector in Sétif. Using a mixed-methods case study design, data were collected from 58 frontline employees through structured questionnaires, and 8 purposively selected employees through semi-structured interviews. The findings reveal that satisfied and motivated employees are more likely to engage in advocacy behaviors that enhance service delivery standards. Additionally, targeted training and empowerment initiatives significantly contribute to employees’ ability to provide exceptional service. The study highlights the importance of fostering an internal marketing that supports both employee well-being and professional development as a pathway to achieving service excellence. These insights provide valuable implications for managers aiming to strengthen customer-facing operations through strategic employee engagement.
Keywords
Employee Advocacy; Frontline Service Excellence; Internal Marketing; Employee Satisfaction and Motivation; Employee Training and Empowerment; Algerian Telecommunications; Frontline Employees; Service Quality.
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