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)peer-review


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)
Number of pages17
ISBN (Electronic)978-3-319-13440-6
ISBN (Print)978-3-319-13439-0
Publication statusPublished - 5 Feb 2015


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

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