Issue

Vol. 12 No. 2 (2025): December

Date Log

Submitted
6 May 2025
Accepted
6 October 2025
Published
6 October 2025

Copyright (c) 2025 Moh. Zulkifli Murfat, Mari Murfat, Mahathir Mohamad, Ali Anas (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Smiles, Systems, and Support: How Technology and Workplace Climate Shape Frontline Employee Growth

https://doi.org/10.24252/minds.v12i2.56641
Moh. Zulkifli Murfat
Universitas Muslim Indonesia, Indonesia
Moh. Zulfachmi Murfat
Universitas Muslim Indonesia, Indonesia
Mahathir Mohamad
Universitas Muslim Indonesia, Indonesia
Ali Anas
Universitas Bosowa, Indonesia

Corresponding Author(s) : Moh. Zulkifli Murfat

[email protected]

Jurnal Minds: Manajemen Ide dan Inspirasi, Vol. 12 No. 2 (2025): December

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.

 

Keywords

Employee Growth Technological Support Supportive Climate Frontline Workers HRM In Retail
Murfat, M. Z., Murfat, M. Z., Mohamad, M., & Anas, A. (2025). Smiles, Systems, and Support: How Technology and Workplace Climate Shape Frontline Employee Growth. Jurnal Minds: Manajemen Ide Dan Inspirasi, 12(2), 635–646. https://doi.org/10.24252/minds.v12i2.56641
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Author Biographies

Moh. Zulkifli Murfat, Universitas Muslim Indonesia
Management Department
Moh. Zulfachmi Murfat, Universitas Muslim Indonesia

Management Department

Mahathir Mohamad, Universitas Muslim Indonesia
Management Department
Ali Anas, Universitas Bosowa

Management Department

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