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


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.

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Divisions: College of Business and Social Sciences > Aston Business School > Marketing & Strategy
College of Business and Social Sciences > Aston Business School > Aston India Foundation for Applied Research
Additional Information: © 2016, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Uncontrolled Keywords: internal communication,prosocial service behaviors,organizational commitment,role stress,FLEs,frontline employees,Marketing
Publication ISSN: 1873-7978
Last Modified: 10 Jun 2024 07:16
Date Deposited: 19 Feb 2019 14:37
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Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
https://www.sci ... 0583?via%3Dihub (Publisher URL)
PURE Output Type: Article
Published Date: 2016-10-01
Published Online Date: 2016-04-14
Accepted Date: 2016-03-14
Submitted Date: 2014-07-21
Authors: Malhotra, Neeru (ORCID Profile 0000-0002-1351-9202)
Ackfeldt, Anna-Lena (ORCID Profile 0000-0002-9697-6053)

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