Standing in my customer’s shoes: effects of customer-oriented perspective taking on proactive service performance
Affiliation
University of SurreyCity University of Hong Kong, Kowloon, Hong Kong
The Hong Kong Polytechnic University, Kowloon, Hong Kon
Issue Date
2018-12-04
Metadata
Show full item recordAbstract
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.Citation
Huo, Y., Chen, Z., Lam, W. and Woods, S.A., (2019). 'Standing in my customer's shoes: Effects of customer‐oriented perspective taking on proactive service performance'. Journal of Occupational and Organizational Psychology, 92(2), pp. 255-280.Publisher
The British Psychology SocietyJournal
Journal of Occupational and Organizational PsychologyDOI
10.1111/joop.12247Additional Links
https://onlinelibrary.wiley.com/doi/abs/10.1111/joop.12247http://epubs.surrey.ac.uk/849820/
Type
ArticleLanguage
en_USISSN
0963-1798EISSN
2044-8325ae974a485f413a2113503eed53cd6c53
10.1111/joop.12247