Customer‐Initiated Support and Employees’ Proactive Customer Service Performance: A Multilevel Exami...
Customer‐Initiated Support and Employees’ Proactive Customer Service Performance: A Multilevel Examination of Proactive Motivation as the Mediator
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Publisher
Oxford: Blackwell Publishing Ltd
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Language
English
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Publisher
Oxford: Blackwell Publishing Ltd
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Scope and Contents
Contents
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...
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Full title
Customer‐Initiated Support and Employees’ Proactive Customer Service Performance: A Multilevel Examination of Proactive Motivation as the Mediator
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TN_cdi_proquest_journals_2544896425
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_proquest_journals_2544896425
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ISSN
0269-994X
E-ISSN
1464-0597
DOI
10.1111/apps.12268
