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首页> 外文期刊>Journal of Applied Psychology >Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance
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Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance

机译：无所事事地做正确的事：积极进取的氛围和普遍的自我效能对员工积极的客户服务绩效的共同影响

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摘要

We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings.
机译：我们开发并测试了主动客户服务绩效的前提和结果的跨级别模型。来自对位于欧洲，中东，非洲和亚洲的跨国连锁酒店的74家机构中900名一线服务员工及其上司的实地研究的结果表明，测量具有等效性，并建议在控制服务环境之后，机构级别和个人总体效率可预测员工积极主动的客户服务绩效并以协同方式进行交互。结果还表明，在机构层面上，通过控制积极主动的客户服务绩效，主动气氛与客户服务满意度呈正相关和间接关系，控制服务气氛和集体总体服务绩效。我们讨论了这些发现的重要理论和实践意义。

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