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 - Philadelphia, United States
Duration: 1 Aug 20144 Aug 2014

Conference

Conference74th Annual Meeting of the Academy of Management, AOM 2014
Country/TerritoryUnited States
CityPhiladelphia
Period1/08/144/08/14

Scopus Subject Areas

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

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