Internal Communication and Prosocial Service Behaviors of Front-Line Employees: Investigating Mediating Mechanisms

Author(s), Title and Publication: Malhotra, N., & Ackfeldt, A. (2016). Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms. Journal of Business Research, 69(10), 4132 – 4139. Summary Prosocial service behaviors (PSBs) are helpful behaviors of front-line employees (FLEs) directed towards the organization or other individuals. Especially towards co-workers and customers, PSBs […]