Abstract
This paper contributes to the prosocial service behavior (PSB) literature by investigating the nature of the relationships between internal communication and PSBs, and whether role stress and organizational commitment mediate these relationships. According to the literature, internal communication plays an important role in influencing FLEs job attitudes and behaviors, as well as reducing role stress. Data collected from FLEs in a UK based service organization was used to test our conceptual framework. The results show that FLE perceptions of internal communication practices influence their role stress and organizational commitment, which, in turn, affect the performance of PSBs. Our findings highlight the significance of studying role stress and organizational commitment as mediators in the relationship between internal communication and PSBs, and shed light on the mechanisms by which internal communication influences PSBs. The limitations of the study are then sketched, and suggestions for future research are also made.
Original language | English |
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Title of host publication | The 13th international research conference in service management |
Subtitle of host publication | marketing, strategy, economics, operations & humans resources : insights on service activities |
Pages | 13 |
Number of pages | 1 |
Publication status | Published - 31 May 2014 |
Event | 13th international research conference in service management - La Londe les Maures, France Duration: 27 May 2014 → 30 May 2014 |
Conference
Conference | 13th international research conference in service management |
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Country/Territory | France |
City | La Londe les Maures |
Period | 27/05/14 → 30/05/14 |
Keywords
- FLEs
- role stress
- prosocial service behaviors
- organizational commitment
- internal communication