Management interventions and prosocial behaviours: understanding the mediating mechanisms

Anna-Lena Ackfeldt; Neeru Malhotra

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

Management interventions and prosocial behaviours: understanding the mediating mechanisms

Anna-Lena Ackfeldt, Neeru Malhotra

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

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.

Original language	English
Title of host publication	Boundary spanning elements and the marketing function in organizations
Subtitle of host publication	concepts and empirical studies
Editors	Sunil Sahadev, Keyoor Purani, Neeru Malhotra
Place of Publication	Cham, Switzerland
Publisher	Springer
Pages	99-115
ISBN (Print)	9783319134390
DOIs	https://doi.org/10.1007/978-3-319-13440-6_7
Publication status	Published - 2015

Keywords

Business and management studies
affective commitment
internal communication
organizational commitment
role conflict
turnover intention

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

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

Cite this

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Management interventions and prosocial behaviours: understanding the mediating mechanisms. / Ackfeldt, Anna-Lena; Malhotra, Neeru.
Boundary spanning elements and the marketing function in organizations: concepts and empirical studies. ed. / Sunil Sahadev; Keyoor Purani; Neeru Malhotra. Cham, Switzerland: Springer, 2015. p. 99-115.

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

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KW - affective commitment

KW - internal communication

KW - organizational commitment

KW - role conflict

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Management interventions and prosocial behaviours: understanding the mediating mechanisms

Abstract

Keywords

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