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首页> 外文期刊>Journal of Business Research >Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms
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Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms

机译：一线员工的内部沟通和亲社会服务行为：调查中介机制

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摘要

This paper contributes to the prosocial service behavior (PSB) literature by developing and testing a conceptual framework to investigate the mediating mechanisms underlying the relationships between internal communication and PSBs. Data collected from front-line employees (FLEs) in a UK based service organization was used to test our conceptual framework. Our findings demonstrate that RE perceptions of internal communication practices influence their role stress and organizational commitment, which, in turn, influence their PSBs. The results highlight the significance of studying role stress and organizational commitment as mediators in the relationship between internal communication and PSBs. The limitations of the study are then sketched, and suggestions for future research are also provided. (C) 2016 Elsevier Inc. All rights reserved.
机译：本文通过开发和测试概念框架来研究内部沟通与PSB之间关系的中介机制，为亲社会服务行为（PSB）文献做出了贡献。从英国一家服务机构的一线员工（FLE）收集的数据用于测试我们的概念框架。我们的发现表明，RE对内部沟通实践的看法会影响他们的角色压力和组织承诺，进而影响他们的PSB。结果强调了研究角色压力和组织承诺作为内部沟通与PSB之间关系的中介者的重要性。然后概述了研究的局限性，并提供了未来研究的建议。 （C）2016 Elsevier Inc.保留所有权利。

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