Direct and Indirect Effects of Beneficiary Contact and Supervisor Support on Service Performance: Does Perceived External Prestige Matter?

Journal: British Journal of Management

Drawing data from 889 frontline service employees and 2667 customers in the microfinance sector, the present study demonstrated that supervisor support (an internal factor) and contact with beneficiaries (an external factor) influence employee service performance. The researchers also investigated employee gratitude as an intervening mechanism through which supervisor support and beneficiary contact improve employee service performance. In addition, they found that employees’ perception of the external prestige of their organization is a powerful force linking the above factors with service performance. Their findings advance the understanding of employee service performance, thus providing significant implications for research and practice.