Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms

Neeru Malhotra and Anna-Lena Ackfeldt

Journal of Business Research, 2016, vol. 69, issue 10, 4132-4139

Abstract: This paper contributes to the prosocial service behavior (PSB) literature by developing and testing a conceptual framework to investigate the mediating mechanisms underlying the relationships between internal communication and PSBs. Data collected from front-line employees (FLEs) in a UK based service organization was used to test our conceptual framework. Our findings demonstrate that FLE perceptions of internal communication practices influence their role stress and organizational commitment, which, in turn, influence their PSBs. The results highlight the significance of studying role stress and organizational commitment as mediators in the relationship between internal communication and PSBs. The limitations of the study are then sketched, and suggestions for future research are also provided.

Keywords: Internal communication; Prosocial service behaviors; Organizational commitment; Role stress; FLEs (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:69:y:2016:i:10:p:4132-4139

DOI: 10.1016/j.jbusres.2016.03.038

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