Kotze, Theuns G.Mostert, P.G. (Pierre)2025-11-202025-11-202025-08Kotzé, T., Mostert, P. A store-level analysis of frontline employees as enhancers of store loyalty. Service Business 19, 17: 1-31 (2025). https://doi.org/10.1007/s11628-025-00589-z.1862-8516 (print)1862-8508 (online)10.1007/s11628-025-00589-zhttp://hdl.handle.net/2263/105402This study examined the relationships between frontline employees’ (FLEs’) shared perceptions of service-oriented high-performance work systems (SO-HPWSs), work engagement, and service climate. It also investigated how these shared perceptions related to store managers’ assessments of FLEs’ collective in-role and extra-role service performance, customer satisfaction, and store loyalty in the same retail chain. Data were collected from 781 FLEs, 70 store managers, and 803 customers from 70 stores in the same retail chain. Findings showed that SO-HPWSs predict work engagement and service climate; work engagement predicts service climate; and service climate predicts in-role and extra-role service performance and customer satisfaction.en© The Author(s) 2025. Open Access. This article is licensed under a Creative Commons Attribution 4.0 International License.Frontline employees (FLEs)Service-oriented high-performance work systems (SO-HPWSs)Work engagementService climateIn-role and extra-role service performanceCustomer satisfactionStore loyaltyArticle