IDEAS home Printed from https://ideas.repec.org/a/igg/jcrmm0/v1y2010i3p43-55.html
   My bibliography  Save this article

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

Author

Listed:
  • Anna-Lena Ackfeldt

    (Aston University, UK)

  • Neeru Malhotra

    (Aston University, UK)

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.

Suggested Citation

  • Anna-Lena Ackfeldt & Neeru Malhotra, 2010. "Do Managerial Strategies Influence Service Behaviours?: Insights from a Qualitative Study," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 1(3), pages 43-55, July.
    • Handle: RePEc:igg:jcrmm0:v:1:y:2010:i:3:p:43-55
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jcrmm.2010070104
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jcrmm0:v:1:y:2010:i:3:p:43-55. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.