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

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)

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Author(s)

Related Research Unit(s)

Detail(s)

Original languageEnglish
Title of host publicationAcademy of Management Proceedings 2014
PublisherAcademy of Management
Pages837-842
Publication statusPublished - Aug 2014

Publication series

Name74th Annual Meeting of the Academy of Management, AOM 2014

Meeting

Title74th Annual Meeting of the Academy of Management, AOM 2014
PlaceUnited States
CityPhiladelphia
Period1 - 5 August 2014

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.

Bibliographic Note

Full text of this publication does not contain sufficient affiliation information. With consent from the author(s) concerned, the Research Unit(s) information for this record is based on the existing academic department affiliation of the author(s).

Citation Format(s)

The joint effects of perspective taking and proactive personality on customer service performance. / Huo, Yuanyuan; Lam, Wing; Chen, Ziguang.

Academy of Management Proceedings 2014. Academy of Management, 2014. p. 837-842 (74th Annual Meeting of the Academy of Management, AOM 2014).

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)