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Engaging in unpaid jobs out of free will: an attribution theory perspective on the effects of supervisor support attributions on volunteers' service quality

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Listed:
  • Abrokwah, Eugene
  • Rachayeeta, Priti
  • Affum-Osei, Emmanuel
  • Yeboah, Gifty
  • Agyare, Collins
  • Boadi, Evans Asante

Abstract

This study explores the differential effects of perceived supervisor support causal attributions (genuine and self-serving) on volunteers' role mastery (role clarity and self-efficacy), harmonious passion, and volunteers' quality services. Dyadic data from 273 service volunteers-customers of nonprofit service organizations in Ghana were analyzed using a structural equation model. This study finds support for the genuine and self-serving support attributions on volunteers' harmonious passion through role clarity. However, the result shows that only genuine support attributes relate to self-efficacy but not self-serving support attributes. It was also revealed that role clarity, self-efficacy, and harmonious passion significantly mediate the relationship between genuine supervisor support and volunteers' quality services. The outcomes from this study have reflective implications for both theory and practice. The findings support the attribution theory by implying that genuine supervisor support can be used as a tool in managing volunteers’ service quality effectively by enhancing their role mastery and harmonious passion.

Suggested Citation

  • Abrokwah, Eugene & Rachayeeta, Priti & Affum-Osei, Emmanuel & Yeboah, Gifty & Agyare, Collins & Boadi, Evans Asante, 2023. "Engaging in unpaid jobs out of free will: an attribution theory perspective on the effects of supervisor support attributions on volunteers' service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    • Handle: RePEc:eee:joreco:v:74:y:2023:i:c:s0969698923001339
    DOI: 10.1016/j.jretconser.2023.103386
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    References listed on IDEAS

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    1. Asante, Daniel & Tang, Chunyong & Kwamega, Michael & Asante, Eric Adom, 2022. "In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
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    5. Ainsworth, Jeremy, 2020. "Feelings of ownership and volunteering: Examining psychological ownership as a volunteering motivation for nonprofit service organisations," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    6. Ernest L. Okorley & Alberta A. Owusu & Samuel Akuamoah-Boateng, 2017. "The willingness of undergraduate students to volunteer for NGO work: a Ghanaian case study," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 44(6), pages 751-759, June.
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