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Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance

RAUB, Steffen ; HUI LIAO

Journal of applied psychology, 2012-05, Vol.97 (3), p.651-667 [Periódico revisado por pares]

Washington, DC: American Psychological Association

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Título:
Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance
Autor: RAUB, Steffen ; HUI LIAO
Assuntos: Adult ; Africa ; Asia ; Biological and medical sciences ; Climate ; Consumer Behavior ; Customer satisfaction ; Customer service ; Customer services ; Customers ; Employee Performance Appraisal ; Employees ; Employment - psychology ; Equivalence ; Europe ; Female ; Fundamental and applied biological sciences. Psychology ; Human ; Human performance ; Humans ; Initiative ; Job Performance ; Male ; Mediation ; Middle East ; Models, Psychological ; Occupational psychology ; Organizational behavior ; Organizational behaviour ; Organizational Culture ; Psychology. Psychoanalysis. Psychiatry ; Psychology. Psychophysiology ; Quality of service ; Quality of Services ; Satisfaction ; Self Efficacy ; Selfefficacy ; Service industries ; Service industry ; Service Personnel ; Studies ; Supervisors ; Surveys and Questionnaires ; Work condition. Job performance. Stress
É parte de: Journal of applied psychology, 2012-05, Vol.97 (3), p.651-667
Notas: ObjectType-Article-1
SourceType-Scholarly Journals-1
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Descrição: 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.
Editor: Washington, DC: American Psychological Association
Idioma: Inglês

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Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance

RAUB, Steffen ; HUI LIAO

Washington, DC: American Psychological Association

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