The antecedents of prosocial service behaviours: An empirical investigation

Ackfeldt, Anna-Lena and Wong, Veronica (2006) The antecedents of prosocial service behaviours: An empirical investigation. Service Industries Journal, 26 (7). pp. 727-745. ISSN 0264-2069

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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.

Item Type: Article
Schools and Departments: School of Business, Management and Economics > Business and Management
Depositing User: Veronica Wong
Date Deposited: 06 Feb 2012 19:00
Last Modified: 20 Jun 2012 13:53
URI: http://sro.sussex.ac.uk/id/eprint/18988
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