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

Yuanyuan Huo; 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, Wing Lam, Ziguang Chen

Department of Management

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › 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	Academy of Management Proceedings 2014
Publisher	Academy of Management
Pages	837-842
DOIs	https://doi.org/10.5465/AMBPP.2014.63
Publication status	Published - Aug 2014
Event	74th Annual Meeting of the Academy of Management, AOM 2014 - Philadelphia, United States Duration: 1 Aug 2014 → 5 Aug 2014 http://aom.org/EventDetail.aspx?id=2147483735 http://aom.org/Meetings/Past-Meetings/ https://pd.aom.org/2014/pdf/AOM_2014_Annual_Meeting_Program.pdf

Publication series

Name	74th Annual Meeting of the Academy of Management, AOM 2014

Meeting

Meeting	74th Annual Meeting of the Academy of Management, AOM 2014
Place	United States
City	Philadelphia
Period	1/08/14 → 5/08/14
Internet address	http://aom.org/EventDetail.aspx?id=2147483735 http://aom.org/Meetings/Past-Meetings/ https://pd.aom.org/2014/pdf/AOM_2014_Annual_Meeting_Program.pdf

Bibliographical 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).

Access Output

10.5465/AMBPP.2014.63

Other Access Options

Check CityUHK Library

Permanent Link

Right click to copy link

Cite this

@inproceedings{598aeea843d64386ac95d8a40fa92f94,

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 Wing Lam and Ziguang Chen",

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).; 74th Annual Meeting of the Academy of Management, AOM 2014 ; Conference date: 01-08-2014 Through 05-08-2014",

year = "2014",

month = aug,

doi = "10.5465/AMBPP.2014.63",

language = "English",

series = "74th Annual Meeting of the Academy of Management, AOM 2014",

publisher = "Academy of Management",

pages = "837--842",

booktitle = "Academy of Management Proceedings 2014",

url = "http://aom.org/EventDetail.aspx?id=2147483735, http://aom.org/Meetings/Past-Meetings/, https://pd.aom.org/2014/pdf/AOM_2014_Annual_Meeting_Program.pdf",

}

Huo, Y, Lam, W & Chen, Z 2014, The joint effects of perspective taking and proactive personality on customer service performance. in Academy of Management Proceedings 2014. 74th Annual Meeting of the Academy of Management, AOM 2014, Academy of Management, pp. 837-842, 74th Annual Meeting of the Academy of Management, AOM 2014, Philadelphia, Pennsylvania, United States, 1/08/14. https://doi.org/10.5465/AMBPP.2014.63

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 32 - Refereed conference paper (with host publication) › peer-review

TY - GEN

T1 - The joint effects of perspective taking and proactive personality on customer service performance

AU - Huo, Yuanyuan

AU - Lam, Wing

AU - Chen, Ziguang

N1 - 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).

PY - 2014/8

Y1 - 2014/8

N2 - 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.

AB - 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.

UR - http://www.scopus.com/inward/record.url?scp=85026324508&partnerID=8YFLogxK

UR - https://www.scopus.com/record/pubmetrics.uri?eid=2-s2.0-85026324508&origin=recordpage

U2 - 10.5465/AMBPP.2014.63

DO - 10.5465/AMBPP.2014.63

M3 - RGC 32 - Refereed conference paper (with host publication)

T3 - 74th Annual Meeting of the Academy of Management, AOM 2014

SP - 837

EP - 842

BT - Academy of Management Proceedings 2014

PB - Academy of Management

T2 - 74th Annual Meeting of the Academy of Management, AOM 2014

Y2 - 1 August 2014 through 5 August 2014

ER -

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

Abstract

Publication series

Meeting

Bibliographical note

Access Output

Other Access Options

Permanent Link

Other Files and Links

Fingerprint

Cite this