Engaging in unpaid jobs out of free will: an attribution theory perspective on the effects of supervisor support attributions on volunteers' service quality

Eugene Abrokwah, Priti Rachayeeta, Emmanuel Affum-Osei, Gifty Yeboah, Collins Agyare and Evans Asante Boadi

Journal of Retailing and Consumer Services, 2023, vol. 74, issue C

Abstract: This study explores the differential effects of perceived supervisor support causal attributions (genuine and self-serving) on volunteers' role mastery (role clarity and self-efficacy), harmonious passion, and volunteers' quality services. Dyadic data from 273 service volunteers-customers of nonprofit service organizations in Ghana were analyzed using a structural equation model. This study finds support for the genuine and self-serving support attributions on volunteers' harmonious passion through role clarity. However, the result shows that only genuine support attributes relate to self-efficacy but not self-serving support attributes. It was also revealed that role clarity, self-efficacy, and harmonious passion significantly mediate the relationship between genuine supervisor support and volunteers' quality services. The outcomes from this study have reflective implications for both theory and practice. The findings support the attribution theory by implying that genuine supervisor support can be used as a tool in managing volunteers’ service quality effectively by enhancing their role mastery and harmonious passion.

Keywords: Genuine support; Self-serving support; Role clarity; Self-efficacy; Harmonious passion; Volunteers' quality services (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:74:y:2023:i:c:s0969698923001339

DOI: 10.1016/j.jretconser.2023.103386

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