Internal communication and prosocial service behaviors of front-line employees:investigating mediating mechanisms

Malhotra, Neeru and Ackfeldt, Anna-Lena (2016). Internal communication and prosocial service behaviors of front-line employees:investigating mediating mechanisms. Journal of Business Research, 69 (10), pp. 4132-4139.

Abstract

This paper contributes to the prosocial service behavior (PSB) literature by developing and testing a conceptual framework to investigate the mediating mechanisms underlying the relationships between internal communication and PSBs. Data collected from front-line employees (FLEs) in a UK based service organization was used to test our conceptual framework. Our findings demonstrate that FLE perceptions of internal communication practices influence their role stress and organizational commitment, which, in turn, influence their PSBs. The results highlight the significance of studying role stress and organizational commitment as mediators in the relationship between internal communication and PSBs. The limitations of the study are then sketched, and suggestions for future research are also provided.

Publication DOI: https://doi.org/10.1016/j.jbusres.2016.03.038
Divisions: Aston Business School > Marketing & strategy
Aston Business School > Marketing & strategy research group
Additional Information: © 2016, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/
Uncontrolled Keywords: internal communication,prosocial service behaviors,organizational commitment,role stress,FLEs,frontline employees,Marketing
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Related URLs: http://www.scopus.com/inward/record.url?scp=84963610107&partnerID=8YFLogxK (Scopus URL)
Published Date: 2016-10-01
Authors: Malhotra, Neeru
Ackfeldt, Anna-Lena

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