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The Antecedents of Prosocial Service Behaviours: An Empirical Investigation

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  • Anna-Lena Ackfeldt
  • Veronica Wong

Abstract

Frontline 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.

Suggested Citation

  • Anna-Lena Ackfeldt & Veronica Wong, 2006. "The Antecedents of Prosocial Service Behaviours: An Empirical Investigation," The Service Industries Journal, Taylor & Francis Journals, vol. 26(7), pages 727-745, October.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:727-745
    DOI: 10.1080/02642060600898237
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    Cited by:

    1. Vatankhah, Sanaz & Darvishi, Maryam, 2018. "An empirical investigation of antecedent and consequences of internal brand equity: Evidence from the airline industry," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 49-58.
    2. Weng Marc Lim & Nishtha Malik & Sahil Gupta & Himanshu Rai, 2024. "Harnessing brand authenticity to promote prosocial service behavior," Journal of Brand Management, Palgrave Macmillan, vol. 31(4), pages 449-468, July.
    3. Steven W. Rayburn & David A. Gilliam, 2016. "Using work design to motivate customer-oriented behaviors," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 339-355, June.
    4. Malhotra, Neeru & Ackfeldt, Anna-Lena, 2016. "Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms," Journal of Business Research, Elsevier, vol. 69(10), pages 4132-4139.
    5. Hyo-Sun Jung & Yu-Hyun Hwang & Hye-Hyun Yoon, 2023. "Impact of Hotel Employees’ Psychological Well-Being on Job Satisfaction and Pro-Social Service Behavior: Moderating Effect of Work–Life Balance," Sustainability, MDPI, vol. 15(15), pages 1-16, July.
    6. Arménio Rego & Miguel Pina E. Cunha, 2008. "Organisational citizenship behaviours and effectiveness: an empirical study in two small insurance companies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 541-554, May.
    7. Emma C. E. Heine & Jeroen Stouten & Robert C. Liden, 2023. "Providing Service During a Merger: The Role of Organizational Goal Clarity and Servant Leadership," Journal of Business Ethics, Springer, vol. 184(3), pages 627-647, May.

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