Standing in my customer's shoes: Effects of customer-oriented perspective taking on proactive service performance

被引：32

作者：

Huo, Yuanyuan ^{[1
]}

Chen, Ziguang ^{[2
]}

Lam, Wing ^{[3
]}

Woods, Stephen A. ^{[1
]}

机构：

[1] Univ Surrey, Surrey, England

[2] City Univ Hong Kong, Dept Management, Kowloon, Hong Kong, Peoples R China

[3] Hong Kong Polytech Univ, Dept Management & Mkt, Kowloon, Hong Kong, Peoples R China

来源：

JOURNAL OF OCCUPATIONAL AND ORGANIZATIONAL PSYCHOLOGY | 2019年 / 92卷 / 02期

关键词：

customer-oriented perspective taking; proactive service performance; role breadth self-efficacy; BREADTH SELF-EFFICACY; JOB-PERFORMANCE; TRANSFORMATIONAL LEADERSHIP; ORGANIZATIONAL-BEHAVIOR; CLOSE RELATIONSHIPS; PERSONALITY; MODEL; SATISFACTION; ANTECEDENTS; ORIENTATION;

D O I：

10.1111/joop.12247

中图分类号：

B849 [应用心理学];

学科分类号：

040203 ;

摘要：

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.

引用

页码：255 / 280

页数：26

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