دانلود رایگان مقاله لاتین خدمات اجتماعی کارکنان خط مقدم از سایت الزویر
عنوان فارسی مقاله:
ارتباطات داخلی و رفتارهای خدمات اجتماعی خیرخواهانه کارکنان خط مقدم: بررسی مکانیزم های واسطه
عنوان انگلیسی مقاله:
Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Conceptual framework and research hypotheses
PSBs may be directed at either customers or co-workers (Bettencourt & Brown, 1997). Extra-role customer service behaviors refer to discretionary behaviors of FLEs in serving customers that extend beyond their formal role requirements (Bettencourt & Brown, 1997). Cooperation refers to helpful behaviors of FLEs that are internally directed towards the organization, and towards other members of their immediate workgroup (Bettencourt & Brown, 1997). Previous literature suggests that employee behaviors could be explained using both attitude and role theories. We develop our conceptual framework by integrating both these theories, which we describe below. 2.1. Attitude theory Bagozzi (1992) argues that self-regulatory processes guide behavior. Specifically, individuals assess situational conditions, which lead to emotions, and subsequently induce coping responses (behavior); thus, the sequence of appraisal processes or cognitive evaluations of events, emotional responses and behavior. For example, when one experiences a pleasant event, one feels a sense of satisfaction and joy, which leads one to attain the outcome (Bagozzi, 1992). In contrast, when one experiences an unpleasant event, situation or outcomes, it leads to negative reactions such as dissatisfaction or distress, which in turn results in behaviors that are guided to reduce or eliminate the outcome. Based on attitude theory, our conceptual framework assumes that perceptions of internal communication (appraisal), leads to organizational commitment (emotional response), which then leads to employees engaging in PSBs directed towards colleagues (cooperation) and customers (extra-role service behavior). 2.2. Role theory Role theory has been utilized to explain attitudes and behaviors by marketing researchers (Coeleho, Augost, & Lages, 2011). According to this theory, individual's perceptions of their role are determined by their perceived influences from role senders (such as supervisors and customers), and their own perceptions of how their role should be performed (Walker et al., 1975). Based on role theory, role ambiguity and role conflict have been identified as two key aspects of role stress. Role stress mainly results due to need for flexibility during interactions with customers and others in the role set (Singh, 1993), and may also be influenced by managerial actions, including “the extent to which managers clearly define priorities for employees, communicate activities to be performed, and articulate evaluation mechanisms” (Coelho et al., 2011, p. 33).
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کلمات کلیدی:
The 13 th INTERNATIONAL RESEARCH CONFERENCE IN SERVICE ... www.lalondeconference.com/SM/2014_lalonde_seminar/papers/08_malhotra.pdf by F La Londe les Maures - Related articles May 27, 2014 - FRONT-LINE EMPLOYEES. Neeru MALHOTRA. Anna-Lena ACKFELDT. Abstract. This paper contributes to the prosocial service behavior ... Boundary Spanning Elements and the Marketing Function in ... https://books.google.com/books?isbn=331913440X Sunil Sahadev, Keyoor Purani, Neeru Malhotra - 2015 - Business & Economics Management. Interventions. and. Prosocial. Behaviours: Understanding. the ... 1994). Front-line employees (FLEs) are thus critical to the success of any service ... Innovations in Services Marketing and Management: Strategies for ... https://books.google.com/books?isbn=1466646721 Goyal, Anita - 2013 - Business & Economics Strategic segmentation in frontline services: Matching customers, employees and ... among workplace fairness, job satisfaction and prosocial service behaviors. Services Marketing Self-Portraits: Introspections, Reflections, and ... https://books.google.com/books?isbn=161311317X Raymond P. Fisk, Stephen J. Grove, Joby John - 2012 - Business & Economics It is also the lead paper in the book Understanding Services Management (Glynn and Barnes, editors, ... Job Satisfaction, and Prosocial Service Behaviors,” Lance and I have two other manuscripts in process that relate to front line employees. The Antecedents of Prosocial Service Behaviours - Taylor & Francis ... www.tandfonline.com/doi/pdf/10.1080/02642060600898237 by AL Ackfeldt - 2006 - Cited by 69 - Related articles Frontline employee attitudes and behaviours during service encounters influence ... (prosocial service behaviours) responses to management strategies.
