Understanding the interrelationships of predictors of service orientated performance behaviours in governmental employees.
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2023-07-10
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en
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The present study researches the relationships between predictor variables and service-oriented behaviours in a governmental organisation with a relational and experimental study. In Study 1 the theoretical model was tested and showed partial validity. The mediation effect of self-efficacy on the experienced workload Job satisfaction was significantly related to service behaviour in the calling context. Receiving appreciation from a supervisor was an important predictor for job satisfaction. Receiving appreciation from a client was a predictor of service orientation, this relationship was mediated by experienced work meaningfulness. Receiving criticism from a client was negatively related to both job satisfaction as service orientation. However, no relationship was found between service orientation and performance. Study 2 tested an poster intervention to target the perceived appreciation by clients. Mixed model ANCOVA’s revealed no effects supporting the hypotheses. Confounding effects of gender and time effects showed a decrease in intention to perform service behaviours. These results are discussed in light of their possible interpretation/consequences.
Keywords: service-oriented behaviour; employee performance; appreciation; motivation
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Faculteit der Sociale Wetenschappen