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EMAC 2019 Annual Conference

Extrinsic Rewards and Service Quality: Analysing Mediating and Moderating Mechanisms

Published: May 28, 2019


Neeru Malhotra,; Sunil Sahadev, University of Salford; Avinandan Mukherjee, Lewis College of Business Marshall University, 1 John Marshall Drive Huntington, WV 25755 USA


extrinsic rewards; service quality; frontline employees


The paper looks at the moderating role of intrinsic rewards in the relationship between extrinsic reward and service quality among two different samples of frontline employees. The mediating role of affective commitment is also considered. Results show that intrinsic reward moderates the impact of extrinsic reward on service quality. Intrinsic rewards also moderate the indirect impact of extrinsic rewards on service quality through the mediating mechanism of affective commitment.