BRADFORD SCHOLARS

    • Sign in
    View Item 
    •   Bradford Scholars
    • University of Bradford eTheses
    • Theses
    • View Item
    •   Bradford Scholars
    • University of Bradford eTheses
    • Theses
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Browse

    All of Bradford ScholarsCommunitiesAuthorsTitlesSubjectsPublication DateThis CollectionAuthorsTitlesSubjectsPublication Date

    My Account

    Sign in

    HELP

    Bradford Scholars FAQsCopyright Fact SheetPolicies Fact SheetDeposit Terms and ConditionsDigital Preservation Policy

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Analysing relationships among frontline employee perceptions of rewards, attitudes and service quality in banking call centres: an internal marketing perspective.

    • CSV
    • RefMan
    • EndNote
    • BibTex
    • RefWorks
    Thumbnail
    View/Open
    Malhotra_vol1.pdf (12.36Mb)
    Download
    Malhotra_vol2.pdf (13.08Mb)
    Download
    Publication date
    2009-09-17T15:47:02Z
    Author
    Malhotra, Neeru
    Supervisor
    Prowse, Peter J.
    Mukherjee, Avinandan
    Keyword
    Internal marketing
    Rewards
    Service quality
    Commitment
    Job-satisfaction
    UK banks
    Call centres
    Frontline employees
    Rights
    Creative Commons License
    The University of Bradford theses are licenced under a Creative Commons Licence.
    Institution
    University of Bradford
    Department
    School of Management
    Awarded
    2004
    
    Metadata
    Show full item record
    Abstract
    The basic purpose of the research is to understand the significance of internal marketing in influencing frontline employees'job-related attitudes and service quality. Since rewards are considered to be an important compqnent of internal marketing, this research investigates relationships among frontline employee perceptions of rewards (extrinsic and intrinsic), attitudes (three components of organisational commitment viz. affective, normative and continuance, and job satisfaction), and service quality, in banking call centres. In this context, a conceptual model is presented comprising rewards as the antecedentsa, ttitudes as the mediating variables, and service quality of the frontline employees as the outcome variable. The model is empirically tested through a large sample study that is conducted among 4 call centres of a major retail bank in the UK. Following certain qualitative in-depth interviews at the exploratory stage, structural equation modelling (using AMOS) is carried out on 342 useable questionnaires (response rate of more than 50%), to empirically test the proposed framework for the study. The measurement and structural models, after validation and purification, provided satisfactory fit estimates across absolute, incremental and parsimonious measures. The results highlight the importance of rewards, as part of internal marketing, in maintaining employee attitudes, and improving service quality. Intrinsic rewards (like role clarity, training and skill variety) emerged as the most significant of all, as they were found to impact on service quality directly. Extrinsic social rewards (like supervision and team support) were not found to be significant, while the finding regarding extrinsic organisational rewards-service quality relationship was surprising. Although assumed important for perfon-nance, some had no direct effect (pay, and benefits satisfaction, extrinsic exchange), while others (working conditions and promotional opportunities) exerted a negative direct effect on service quality, although the indirect effect of most of these rewards was found to be positive. However, these rewards were considered important for influencing employee attitudes, which in turn influence service quality. In this context, the importance of employee attitudes like affective commitment and job satisfaction is emphasisedfor service quality. The empirical results of the study also reveal that it is the nature of commitment that matters in commitment-service quality relationship. Affective commitment emerged as the only attitude variable to bear a significant positive relationship with service quality. Job satisfaction was not found to impact on service quality directly, although the indirect effect was found to be positive. Normative commitment impacted on service quality indirectly, while continuance commitment was not found to be effective at all. Besides theoretical and methodological contributions, the thesis also provides strong managerial implications and directions for future research in applying internal marketing for improving service quality of frontline employees in call centres. Keywords: internal marketing, rewards, service quality, commitment, job satisfaction, UK banks, call centres, frontline employees.
    URI
    http://hdl.handle.net/10454/3465
    Type
    Thesis
    Qualification name
    PhD
    Collections
    Theses

    entitlement

     
    DSpace software (copyright © 2002 - 2023)  DuraSpace
    Quick Guide | Contact Us
    Open Repository is a service operated by 
    Atmire NV
     

    Export search results

    The export option will allow you to export the current search results of the entered query to a file. Different formats are available for download. To export the items, click on the button corresponding with the preferred download format.

    By default, clicking on the export buttons will result in a download of the allowed maximum amount of items.

    To select a subset of the search results, click "Selective Export" button and make a selection of the items you want to export. The amount of items that can be exported at once is similarly restricted as the full export.

    After making a selection, click one of the export format buttons. The amount of items that will be exported is indicated in the bubble next to export format.