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

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    Authors
    Huo, Y.
    Chen, Z.
    Lam, W.
    Wood, S. A.
    Affiliation
    University of Surrey
    City University of Hong Kong, Kowloon, Hong Kong
    The Hong Kong Polytechnic University, Kowloon, Hong Kon
    Issue Date
    2018-12-04
    
    Metadata
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    Abstract
    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 Society
    Journal
    Journal of Occupational and Organizational Psychology
    URI
    http://hdl.handle.net/10545/625148
    DOI
    10.1111/joop.12247
    Additional Links
    https://onlinelibrary.wiley.com/doi/abs/10.1111/joop.12247
    http://epubs.surrey.ac.uk/849820/
    Type
    Article
    Language
    en_US
    ISSN
    0963-1798
    EISSN
    2044-8325
    ae974a485f413a2113503eed53cd6c53
    10.1111/joop.12247
    Scopus Count
    Collections
    Derby Business School

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