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 language | English |
|---|---|
| Pages | 837-842 |
| Number of pages | 6 |
| DOIs | |
| Publication status | Published - 2014 |
| Event | 74th Annual Meeting of the Academy of Management, AOM 2014: The Power of Words - Philadelphia, United States Duration: 1 Aug 2014 → 5 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
| Conference | 74th Annual Meeting of the Academy of Management, AOM 2014 |
|---|---|
| Country/Territory | United States |
| City | Philadelphia |
| Period | 1/08/14 → 5/08/14 |
| Internet address |
|
Scopus Subject Areas
- Management Information Systems
- Management of Technology and Innovation
- Industrial relations
