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

Yuanyuan Huo; Kwok Yee Wing Lam; Ziguang Chen

doi:10.5465/AMBPP.2014.63

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

Yuanyuan Huo, Kwok Yee Wing Lam, Ziguang Chen

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-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 language	English
Title of host publication	74th Annual Meeting of the Academy of Management, AOM 2014
Publisher	Academy of Management
Pages	837-842
Number of pages	6
DOIs	https://doi.org/10.5465/AMBPP.2014.63
Publication status	Published - 1 Jan 2014
Event	74th Annual Meeting of the Academy of Management, AOM 2014 - Pennyslvania Convention Center, Philadelphia, United States Duration: 1 Aug 2014 → 4 Aug 2014

Conference

Conference	74th Annual Meeting of the Academy of Management, AOM 2014
Country/Territory	United States
City	Philadelphia
Period	1/08/14 → 4/08/14

ASJC Scopus subject areas

Management Information Systems
Management of Technology and Innovation
Industrial relations

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

More information

10.5465/AMBPP.2014.63

Cite this

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title = "The joint effects of perspective taking and proactive personality on customer service performance",

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.",

author = "Yuanyuan Huo and Lam, {Kwok Yee Wing} and Ziguang Chen",

year = "2014",

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The joint effects of perspective taking and proactive personality on customer service performance. / Huo, Yuanyuan; Lam, Kwok Yee Wing; Chen, Ziguang.
74th Annual Meeting of the Academy of Management, AOM 2014. Academy of Management, 2014. p. 837-842.

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

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

Abstract

Conference

ASJC Scopus subject areas

UN SDGs

More information

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