Management interventions and prosocial behaviours: understanding the mediating mechanisms

Anna-Lena Ackfeldt*, Neeru Malhotra

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingChapter (peer-reviewed)

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 languageEnglish
Title of host publicationBoundary spanning elements and the marketing function in organizations
Subtitle of host publicationconcepts and empirical studies
EditorsSunil Sahadev, Keyoor Purani, Neeru Malhotra
Place of PublicationCham (CH)
PublisherSpringer
Pages99-115
Number of pages17
ISBN (Electronic)978-3-319-13440-6
ISBN (Print)978-3-319-13439-0
DOIs
Publication statusPublished - 5 Feb 2015

Keywords

  • FLEs
  • prosocial service behaviors
  • role stress
  • management activities
  • job attitudes
  • empowerment
  • internal communication
  • training and development

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  • Research Output

    • 1 Edited Book
    • 1 Chapter (peer-reviewed)

    Boundary spanning elements and the marketing function in organizations: concepts and empirical studies

    Sahadev, S. (ed.), Purani, K. (ed.) & Malhotra, N. (ed.), 5 Feb 2015, Cham (CH): Springer. 173 p.

    Research output: Book/ReportEdited Book

  • Managing boundary spanning elements: an introduction

    Sahadev, S., Purani, K. & Malhotra, N., 5 Feb 2015, Boundary spanning elements and the marketing function in organizations: concepts and empirical studies. Sahadev, S., Purani, K. & Malhotra, N. (eds.). Cham (CH): Springer, p. 1-8 8 p.

    Research output: Chapter in Book/Report/Conference proceedingChapter (peer-reviewed)

  • Cite this

    Ackfeldt, A-L., & Malhotra, N. (2015). Management interventions and prosocial behaviours: understanding the mediating mechanisms. In S. Sahadev, K. Purani, & N. Malhotra (Eds.), Boundary spanning elements and the marketing function in organizations: concepts and empirical studies (pp. 99-115). Springer. https://doi.org/10.1007/978-3-319-13440-6_7