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Examining firefighter and police officers’ trust and service quality: What resources matter?

Published online by Cambridge University Press:  16 January 2024

Carol Flinchbaugh Open the ORCID record for Carol Flinchbaugh [Opens in a new window] ,
Jennifer Miles ,
Bahareh Javadizadeh Open the ORCID record for Bahareh Javadizadeh [Opens in a new window] ,
Yanni Liang  and
William L. Smith
Carol Flinchbaugh
Affiliation:
College of Business, New Mexico State University, Las Cruces, NM, USA
Jennifer Miles
Affiliation:
Knauss School of Business, University of San Diego, San Diego, CA, USA
Bahareh Javadizadeh*
Affiliation:
Lam Family College of Business, San Fransisco State University, San Francisco, CA, USA
Yanni Liang
Affiliation:
College of Business, New Mexico State University, Las Cruces, NM, USA
William L. Smith
Affiliation:
College of Business, New Mexico State University, Las Cruces, NM, USA
*
Corresponding author: Bahareh Javadizadeh; Email: javadi@sfsu.edu
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Abstract

We present and test a model examining the role of organizational and psychological resources that enable employees’ high-quality service provision in public safety jobs. Through a two-study design conceptualized in the principle of reciprocity of social exchange theory, we recruited 120 firefighters and 119 police officers and found that service quality was positively associated with their trust in the administration, training, and staffing sufficiency. We also found that police officers’ prosocial motivation, as a psychological resource, amplifies the relationship between trust in administration and service quality. The beneficial role of prosocial motivation in police officers’ service quality appears to counter recent research suggesting that prosocial motivation has a dark side in demanding contexts. Our findings contribute to and highlight essential connections between distinct resources that positively impact the service quality of firefighters and police officers in dangerous and emotionally demanding job roles.

Keywords

trustorganizational resourcesprosocial motivationservice qualitypublic safety
Type
Research Article
Information
Journal of Management & Organization , First View , pp. 1 - 23
Copyright
© The Author(s), 2024. Published by Cambridge University Press in association with the Australian and New Zealand Academy of Management

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