Management interventions and prosocial behaviours : understanding the mediating mechanisms

Ackfeldt, Anna-Lena and Malhotra, Neeru (2015) Management interventions and prosocial behaviours : understanding the mediating mechanisms. In: Sahadev, Sunil , Purani, Keyoor and Malhotra, Neeru, (eds.) Boundary spanning elements and the marketing function in organizations : concepts and empirical studies. Cham, Switzerland : Springer. pp. 99-115. ISBN 9783319134390

Official URL: https://dx.doi.org/10.1007/978-3-319-13440-6_7

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 ServiceBehaviours (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.

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