Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees

Neeru Malhotra, Anna-Lena Ackfeldt

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

This paper contributes to the prosocial service behavior (PSB) literature by investigating the nature of the relationships between internal communication and PSBs, and whether role stress and organizational commitment mediate these relationships. According to the literature, internal communication plays an important role in influencing FLEs job attitudes and behaviors, as well as reducing role stress. Data collected from FLEs in a UK based service organization was used to test our conceptual framework. The results show that FLE perceptions of internal communication practices influence their role stress and organizational commitment, which, in turn, affect the performance of PSBs. Our findings highlight the significance of studying role stress and organizational commitment as mediators in the relationship between internal communication and PSBs, and shed light on the mechanisms by which internal communication influences PSBs. The limitations of the study are then sketched, and suggestions for future research are also made.
Original languageEnglish
Title of host publicationThe 13th international research conference in service management
Subtitle of host publicationmarketing, strategy, economics, operations & humans resources : insights on service activities
Pages13
Number of pages1
Publication statusPublished - 31 May 2014
Event13th international research conference in service management - La Londe les Maures, France
Duration: 27 May 201430 May 2014

Conference

Conference13th international research conference in service management
CountryFrance
CityLa Londe les Maures
Period27/05/1430/05/14

Fingerprint

Frontline employees
Internal communication
Service behavior
Role stress
Organizational commitment
Mediator
Service organization
Job attitudes
Conceptual framework

Keywords

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

Cite this

Malhotra, N., & Ackfeldt, A-L. (2014). Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees. In The 13th international research conference in service management: marketing, strategy, economics, operations & humans resources : insights on service activities (pp. 13)
Malhotra, Neeru ; Ackfeldt, Anna-Lena. / Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees. The 13th international research conference in service management: marketing, strategy, economics, operations & humans resources : insights on service activities. 2014. pp. 13
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Malhotra, N & Ackfeldt, A-L 2014, Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees. in The 13th international research conference in service management: marketing, strategy, economics, operations & humans resources : insights on service activities. pp. 13, 13th international research conference in service management, La Londe les Maures, France, 27/05/14.

Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees. / Malhotra, Neeru; Ackfeldt, Anna-Lena.

The 13th international research conference in service management: marketing, strategy, economics, operations & humans resources : insights on service activities. 2014. p. 13.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

TY - GEN

T1 - Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees

AU - Malhotra, Neeru

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N2 - This paper contributes to the prosocial service behavior (PSB) literature by investigating the nature of the relationships between internal communication and PSBs, and whether role stress and organizational commitment mediate these relationships. According to the literature, internal communication plays an important role in influencing FLEs job attitudes and behaviors, as well as reducing role stress. Data collected from FLEs in a UK based service organization was used to test our conceptual framework. The results show that FLE perceptions of internal communication practices influence their role stress and organizational commitment, which, in turn, affect the performance of PSBs. Our findings highlight the significance of studying role stress and organizational commitment as mediators in the relationship between internal communication and PSBs, and shed light on the mechanisms by which internal communication influences PSBs. The limitations of the study are then sketched, and suggestions for future research are also made.

AB - This paper contributes to the prosocial service behavior (PSB) literature by investigating the nature of the relationships between internal communication and PSBs, and whether role stress and organizational commitment mediate these relationships. According to the literature, internal communication plays an important role in influencing FLEs job attitudes and behaviors, as well as reducing role stress. Data collected from FLEs in a UK based service organization was used to test our conceptual framework. The results show that FLE perceptions of internal communication practices influence their role stress and organizational commitment, which, in turn, affect the performance of PSBs. Our findings highlight the significance of studying role stress and organizational commitment as mediators in the relationship between internal communication and PSBs, and shed light on the mechanisms by which internal communication influences PSBs. The limitations of the study are then sketched, and suggestions for future research are also made.

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BT - The 13th international research conference in service management

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Malhotra N, Ackfeldt A-L. Understanding key mechanism by which internal communication influences prosocial service behaviors of front-line employees. In The 13th international research conference in service management: marketing, strategy, economics, operations & humans resources : insights on service activities. 2014. p. 13