期刊
JOURNAL OF OCCUPATIONAL AND ORGANIZATIONAL PSYCHOLOGY
卷 92, 期 2, 页码 255-280出版社
WILEY
DOI: 10.1111/joop.12247
关键词
customer-oriented perspective taking; proactive service performance; role breadth self-efficacy
资金
- Research Grants Council of the Hong Kong Special Administrative Region [GRF 11504115]
- Hong Kong Polytechnic University (MM Departmental G-UADA)
- City University of Hong Kong [SRG 7008156]
We develop a theoretical framework that delineates the process by which customer-oriented perspective taking contributes to employees' proactive service performance. Drawing from motivated information processing and proactivity perspectives, the model hypothesizes that employees' customer-oriented perspective taking enhances their role breadth self-efficacy (RBSE), which in turn enhances proactive customer service performance and proactive complaint-handling performance. A three-wave, time-lagged study, involving 145 frontline employees and their immediate supervisors in the Chinese hospitality industry, tests the research model. The results of structural equation modelling show taking customers' perspectives results in a high level of RBSE. This relationship grows stronger if employees exhibit a strongly proactive personality. A high level of RBSE also mediates the interactive effects of customer-oriented perspective taking and proactive personality on proactive customer service performance and proactive complaint-handling performance. These findings provide insights for research on perspective taking, RBSE, and proactive service performance.
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