Beyond the counter: unveiling the nexus of workplace training, employee engagement, and citizenship behaviour in Fijian retail

Abstract

This study examines the impact of workplace training on the citizenship behaviour of frontline employees in Fiji’s retail sector. The study found that employee engagement mediates the relationship between workplace training and citizenship behaviour. Additionally, perceived organisational support moderates the relationship between engagement and citizenship behaviour. Providing well-equipped workplace training and a supportive environment can encourage employee engagement, leading to increased productivity and extra-role behaviours crucial for organisational success. When employers provide training programs, it enhanced the in-role performance of employees and motivate them to go beyond their expected duties which enhanced performance, particularly in high-pressure work environments where front line retail employees work. For small developing economies like Fiji, training programs are a cheaper and faster way to upskill existing and new employees to meet the increasing consumer demand without significant adjustments in operational costs.