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The Antecedents of Prosocial Service Behaviours: An Empirical Investigation

Ackfeldt, Anna-Lena, Wong, Veronica (2006) The Antecedents of Prosocial Service Behaviours: An Empirical Investigation. Service Industries Journal, 26 (7). pp. 727-745. ISSN 0264-2069. (doi:10.1080/02642060600898237) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
http://dx.doi.org/10.1080/02642060600898237

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
DOI/Identification number: 10.1080/02642060600898237
Uncontrolled keywords: attitudinal survey, management practice, perception, public attitude, service provision, service sector, social behavior
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculties > Social Sciences > Kent Business School > Marketing
Depositing User: Cathy Norman
Date Deposited: 09 Jan 2013 16:24 UTC
Last Modified: 29 May 2019 09:54 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/32826 (The current URI for this page, for reference purposes)
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