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 proceedingConference article published in proceeding or bookAcademic researchpeer-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
Title of host publication74th Annual Meeting of the Academy of Management, AOM 2014
PublisherAcademy of Management
Pages837-842
Number of pages6
DOIs
Publication statusPublished - 1 Jan 2014
Event74th Annual Meeting of the Academy of Management, AOM 2014 - Pennyslvania Convention Center, 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

ASJC Scopus subject areas

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

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