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The antecedents of prosocial service behaviours: An empirical investigation

journal contribution
posted on 2023-06-07, 21:48 authored by Anna-Lena Ackfeldt, Veronica Wong
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.

History

Publication status

  • Published

Journal

Service Industries Journal

ISSN

0264-2069

Publisher

Taylor & Francis

Issue

7

Volume

26

Page range

727-745

Department affiliated with

  • Business and Management Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2012-02-06

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