Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.
Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.
复制标题
DOI：
10.1037/a0026736
复制
发表时间：
2012-01
期刊：
影响因子：
--
通讯作者：
S. Raub;H. Liao
中科院分区：
文献类型：
--
作者：
S. Raub;H. Liao
我们开发并测试了主动客户服务绩效的前因和结果的跨级别模型。一项对位于欧洲、中东、非洲和亚洲的一家跨国连锁酒店的74家机构的900名一线服务员工及其主管进行的实地研究结果表明，测量结果是等效的，并表明，在控制了服务环境后，机构一级的主动性气氛和一般的自我意识，个体层面的效能感可以预测员工主动的客户服务绩效，并以协同的方式相互作用。研究结果还表明，在建立水平，控制服务气候和集体一般服务绩效，主动气候是积极的，间接与客户服务满意度通过中介的聚合主动客户服务绩效。我们讨论了这些发现的重要理论和实践意义。
We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings.