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The antecedents of prosocial service behaviours: An empirical investigation
journal contribution
posted on 2023-06-07, 21:48 authored by Anna-Lena Ackfeldt, Veronica WongFrontline employee attitudes and behaviours during service encounters influence customers' perceptions of service quality. For this reason, the identification of variables that influence service behaviours is important. Much remains unknown about the factors affecting service behaviours in service settings. This study investigates service employees' attitudinal (job satisfaction and organisational commitment) and behavioural (prosocial service behaviours) responses to management strategies (internal communication, professional development and empowerment). One hundred and eighty-eight service employees contributed data, which were analysed using a structural modelling methodology. The authors found that management strategies influence service behaviours directly but the mediating role of job attitudes is not supported.
History
Publication status
- Published
Journal
Service Industries JournalISSN
0264-2069Publisher
Taylor & FrancisExternal DOI
Issue
7Volume
26Page range
727-745Department affiliated with
- Business and Management Publications
Full text available
- No
Peer reviewed?
- Yes