Do Managerial Strategies Influence Service Behaviours?: Insights from a Qualitative Study

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Author(s): Anna-Lena Ackfeldt (Aston University, UK)and Neeru Malhotra (Aston University, UK)
Copyright: 2012
Pages: 14
Source title: Successful Customer Relationship Management Programs and Technologies: Issues and Trends
Source Author(s)/Editor(s): Riyad Eid (United Arab Emirates University, UAE)
DOI: 10.4018/978-1-4666-0288-5.ch013

Keywords: Business & Management / Business Science Reference / Consumer Management / E-Business

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Abstract

Based on a review of the extant literature, a conceptual framework for analyzing the associations between managerial strategies (internal communications, empowerment, supportive leadership and professional development), employee job attitudes (organizational commitment and job satisfaction) and prosocial service behaviours (PSBs) is developed. The authors explore the relevance of the proposed conceptual model and testable propositions regarding the associations between managerial strategies, employee attitudes and PSBs by conducting in-depth interviews of FLEs in a travel service organization. Based on the findings of the in-depth interviews, the relationships between managerial strategies, job attitudes and PSBs in the conceptual framework are largely supported.

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Do Managerial Strategies Influence Service Behaviours?: Insights from a Qualitative Study

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