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

Yuanyuan HUO, Wing Lam, Ziguang Chen

    Research output: Contribution to conferenceConference paperpeer-review

    2 Citations (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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