Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance
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, a...
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| Veröffentlicht in: | Journal of applied psychology 2012-05, Vol.97 (3), p.651-667 |
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| container_end_page | 667 |
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| container_title | Journal of applied psychology |
| container_volume | 97 |
| creator | RAUB, Steffen HUI LIAO |
| description | 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. |
| doi_str_mv | 10.1037/a0026736 |
| format | Article |
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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.</description><identifier>ISSN: 0021-9010</identifier><identifier>EISSN: 1939-1854</identifier><identifier>DOI: 10.1037/a0026736</identifier><identifier>PMID: 22229692</identifier><identifier>CODEN: JAPGBP</identifier><language>eng</language><publisher>Washington, DC: American Psychological Association</publisher><subject>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. 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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.</description><subject>Adult</subject><subject>Africa</subject><subject>Asia</subject><subject>Biological and medical sciences</subject><subject>Climate</subject><subject>Consumer Behavior</subject><subject>Customer satisfaction</subject><subject>Customer service</subject><subject>Customer services</subject><subject>Customers</subject><subject>Employee Performance Appraisal</subject><subject>Employees</subject><subject>Employment - psychology</subject><subject>Equivalence</subject><subject>Europe</subject><subject>Female</subject><subject>Fundamental and applied biological sciences. Psychology</subject><subject>Human</subject><subject>Human performance</subject><subject>Humans</subject><subject>Initiative</subject><subject>Job Performance</subject><subject>Male</subject><subject>Mediation</subject><subject>Middle East</subject><subject>Models, Psychological</subject><subject>Occupational psychology</subject><subject>Organizational behavior</subject><subject>Organizational behaviour</subject><subject>Organizational Culture</subject><subject>Psychology. Psychoanalysis. Psychiatry</subject><subject>Psychology. Psychophysiology</subject><subject>Quality of service</subject><subject>Quality of Services</subject><subject>Satisfaction</subject><subject>Self Efficacy</subject><subject>Selfefficacy</subject><subject>Service industries</subject><subject>Service industry</subject><subject>Service Personnel</subject><subject>Studies</subject><subject>Supervisors</subject><subject>Surveys and Questionnaires</subject><subject>Work condition. Job performance. 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| ispartof | Journal of applied psychology, 2012-05, Vol.97 (3), p.651-667 |
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| language | eng |
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| source | Applied Social Sciences Index & Abstracts (ASSIA); MEDLINE; EBSCOhost APA PsycARTICLES |
| subjects | 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 |
| title | Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance |
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