The joint effects of perspective taking and proactive personality on customer service performance

Yuanyuan HUO, Wing Lam, Ziguang Chen

Research output: Contribution to conferencePaperpeer-review

1 Citation (Scopus)

Abstract

The effect of perspective taking on performance is well documented, yet a lack of theoretical discussion explicates how adopting customers' perspective results in satisfactory service performance. This study shows that a high level of role-breadth self-efficacy mediates the interactive effects of perspective taking and proactive personality on proactive service performance.

Original languageEnglish
Pages837-842
Number of pages6
DOIs
Publication statusPublished - 2014
Event74th Annual Meeting of the Academy of Management, AOM 2014: The Power of Words - Philadelphia, United States
Duration: 1 Aug 20145 Aug 2014
http://pd.aom.org/2014/subMenu.asp?mode=setmenu&menuid=14 (Conference program)
https://journals.aom.org/toc/amproc/2014/1 (Conference proceedings)

Conference

Conference74th Annual Meeting of the Academy of Management, AOM 2014
Country/TerritoryUnited States
CityPhiladelphia
Period1/08/145/08/14
Internet address

Scopus Subject Areas

  • Management Information Systems
  • Management of Technology and Innovation
  • Industrial relations

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