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Customer-Initiated Support and Employees' Proactive Customer Service Performance: A Multilevel Examination of Proactive Motivation as the Mediator

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成果类型:
期刊论文
作者:
Zhang, Hui*;Zhou, Zhiqing E.;Ma, Hongyu;Tang, Hanying(唐汉瑛
通讯作者:
Zhang, Hui
作者机构:
[Zhang, Hui] Huazhong Univ Sci & Technol, Wuhan 430074, Hubei, Peoples R China.
[Zhou, Zhiqing E.] CUNY, New York, NY 10021 USA.
[Tang, Hanying; Ma, Hongyu] Cent China Normal Univ, Wuhan, Hubei, Peoples R China.
[Zhang, Hui] Huazhong Univ Sci & Technol, Sch Sociol, Wuhan 430074, Hubei, Peoples R China.
通讯机构:
[Zhang, Hui] H
Huazhong Univ Sci & Technol, Sch Sociol, Wuhan 430074, Hubei, Peoples R China.
语种:
英文
期刊:
Applied Psychology
ISSN:
0269-994X
年:
2021
卷:
70
期:
3
页码:
1154-1183
基金类别:
Project of the National Natural Science Foundation of ChinaNational Natural Science Foundation of China (NSFC) [71901098]; Fundamental Research Funds for the Central UniversitiesFundamental Research Funds for the Central Universities [2019WKYXQN028]
机构署名:
本校为其他机构
摘要:
Drawing on the proactive motivation model and theories of motivation, the current study examined customer-initiated support as an antecedent of employees’ proactive customer service performance (PCSP) and investigated the mediating role of proactive motivations and the moderating role of serving culture. We conducted two multilevel studies to test the proposed hypotheses. In study 1, we collected diary data from 158 nurses across 10 working days, and results showed that the relationship between nurses’ daily experience of customer-initiated s...

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