Internal communication and prosocial service behaviors of front-line employees: investigating mediating mechanisms

Neeru Malhotra, Anna-Lena Ackfeldt

Research output: Contribution to journalArticle

Abstract

This paper contributes to the prosocial service behavior (PSB) literature by developing and testing a conceptual framework to investigate the mediating mechanisms underlying the relationships between internal communication
and PSBs. Data collected from front-line employees (FLEs) in a UK based service organization was used to test our conceptual framework. Our findings demonstrate that FLE perceptions of internal communication practices
influence their role stress and organizational commitment, which, in turn, influence their PSBs. The results highlight the significance of studying role stress and organizational commitment as mediators in the relationship
between internal communication and PSBs. The limitations of the study are then sketched, and suggestions for future research are also provided.
Original languageEnglish
Pages (from-to)4132-4139
JournalJournal of Business Research
Volume69
Issue number10
Early online date14 Apr 2016
DOIs
Publication statusPublished - 1 Oct 2016

Bibliographical note

© 2016, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/

Keywords

  • internal communication
  • prosocial service behaviors
  • organizational commitment
  • role stress
  • FLEs
  • frontline employees

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