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Management Interventions and Prosocial Behaviours: Understanding the Mediating Mechanisms

In: Boundary Spanning Elements and the Marketing Function in Organizations

Author

Listed:
  • Anna-Lena Ackfeldt

    (Aston Business School, Aston University)

  • Neeru Malhotra

    (Aston Business School, Aston University)

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 Service Behaviours (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.

Suggested Citation

  • Anna-Lena Ackfeldt & Neeru Malhotra, 2015. "Management Interventions and Prosocial Behaviours: Understanding the Mediating Mechanisms," Springer Books, in: Sunil Sahadev & Keyoor Purani & Neeru Malhotra (ed.), Boundary Spanning Elements and the Marketing Function in Organizations, edition 127, pages 99-115, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-13440-6_7
    DOI: 10.1007/978-3-319-13440-6_7
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