The antecedents of prosocial service behaviours: an empirical investigation

Anna-Lena Ackfeldt*, Veronica Wong

*Corresponding author for this work

Research output: Contribution to journalArticle

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.

Original languageEnglish
Pages (from-to)727-745
Number of pages19
JournalService Industries Journal
Volume26
Issue number7
DOIs
Publication statusPublished - Oct 2006

Keywords

  • frontline employee
  • attitudes
  • behaviours
  • customers' perceptions
  • service quality

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