Abstract:
The power sector needs frontline employees (FLEs) who are adaptable to the dynamic and complex business environments. There is yet to be a study that defines FLE adaptability as a lived in experience. The main purpose of this study is to explore the dimensions of FLE adaptability in power sector. FLE adaptability being multifaceted and context based, the research is conducted as a qualitative research in an attempt to identify FLE adaptability dimensions. FLE's working in three power utilities in Western, India participated through purposeful sampling frame. Data were collected using interviews, group discussions and open-ended questionnaire and analyzed in line with grounded theory.The analysis revealed seven dimensions of FLE adaptability. The dimensions being interpersonal aspect of adaptability, service offering aspect adaptability, political aspects of adaptability, social aspects of adaptability, physical aspects of adaptability, group aspect of adaptability and organizational aspect of adaptability.
