Management Interventions and Prosocial Behaviours: Understanding the Mediating Mechanisms

Anna-Lena Ackfeldt () and Neeru Malhotra
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Anna-Lena Ackfeldt: Aston Business School, Aston University
Neeru Malhotra: Aston Business School, Aston University

A chapter in Boundary Spanning Elements and the Marketing Function in Organizations, 2015, pp 99-115 from Springer

Abstract: Abstract Previous research suggests that the attitudes and behaviours of front-line employees (FLEs) significantly influence customers’ evaluations of service quality and customer satisfaction. Therefore, it becomes important to identify the variables that influence FLEs job attitudes and Prosocial Service Behaviours (PSBs). The conceptual framework developed from extant literature is presented, which proposes that management interventions (internal communication, training and development and empowerment) have a direct effect on PSBs. In addition, these relationships are mediated by role stress and job attitudes. Implications for service management and future research directions are discussed.

Keywords: Internal Communication; Organizational Commitment; Turnover Intention; Role Conflict; Affective Commitment (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-13440-6_7

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DOI: 10.1007/978-3-319-13440-6_7

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