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Article
Publication date: 20 April 2020

Muhammad Iskandar Hamzah, Abdul Kadir Othman and Faridah Hassan

Considering that little is known on market orientation at the individual level, this study investigates the effects of individual market orientation on proactive service

Abstract

Purpose

Considering that little is known on market orientation at the individual level, this study investigates the effects of individual market orientation on proactive service behavior, and subsequently, sales performance among business-to-business salespeople. Based on social cognitive theory and competing values framework, this paper also examines the interaction effects of organizational culture on the link between individual market orientation and proactive service behavior.

Design/methodology/approach

The study sampled 539 business-to-business salespeople from 18 corporate banks in Kuala Lumpur by using a questionnaire survey.

Findings

The results of the study show that adhocracy culture strengthens the effects of information acquisition on proactive service behavior, while at the same time weakens the impact of coordination of strategic response on the same outcome. Meanwhile, rational culture displayed negative contingent effects of information dissemination on proactive service behavior.

Practical implications

Given its link to sales performance and proactive service behavior, banks should motivate their employees to embrace market orientation as individual competencies. This research outcome will aid managers in developing strategies and inculcating the right culture to ensure the market-oriented behaviors are internalized and transpired into positive outcomes.

Originality/value

This paper contributes to the enrichment of the existing market orientation frameworks by offering underlying mechanisms (cultural environment and proactive service behavior) through which market-oriented behaviors contribute to the sales performance of business-to-business salespeople within the financial service industry. It is also among the earliest studies that examine the influence of individual market orientation and organizational culture on proactive service behavior.

Details

International Journal of Bank Marketing, vol. 38 no. 5
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 16 March 2021

Raheel Yasin and Ghulam Jan

Drawing from transactional stress and conservation of resource theories, this study untangles the relationship between power outage, patient incivility, job stress and…

Abstract

Purpose

Drawing from transactional stress and conservation of resource theories, this study untangles the relationship between power outage, patient incivility, job stress and proactive service performance. Further, this study also explores the mediating role of patient incivility and job stress.

Design/methodology/approach

A questionnaire-based survey was used, and data were collected from 275 healthcare professionals working in various public hospitals in Pakistan through convenience sampling. Structural equation modeling (SEM) via Smart PLS was used for data analysis.

Findings

Results revealed that power outage has significant positive impact on patient incivility and patient incivility has significant direct effect on job stress. Job stress has significant negative relationship with proactive service performance. Findings also confirmed that patient incivility mediates the relationship between power outage and job stress, and job stress mediates the relationship between patient incivility and proactive service performance.

Practical implications

This study helps the health administrators to think about the service standards of the public hospitals. Implications of this study are not limited to health sector. This study is useful for other service sectors where performance of employee affected by power outage. In addition to this, the current research helps to conduct research in other developing and underdeveloped countries which also face the problem of power outage.

Originality/value

This study marks the first step toward establishing power outage as an organizational behavior construct by demonstrating that power outage impacts significantly on proactive service performance. This study also explored the relationship between job stress and proactive service performance which was also not explored before.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 21 May 2020

Graca Miranda Silva, Filipe Coelho, Cristiana R. Lages and Marta Reis

This study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service

Abstract

Purpose

This study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service recovery, which is the common approach in the literature, this study uses a configurational approach to investigate how five antecedents (customer service orientation, rewards, teamwork, empowerment and customer service training) combine to yield employee adaptive and proactive service recovery behaviors.

Design/methodology/approach

The study collects responses from 90 frontline employees through an online survey. Building on configurational theory, the authors developed and empirically validated four research propositions by using a fuzzy-set qualitative comparative analysis.

Findings

Three equifinal configurations of managerial practices result in either employee proactive or adaptive service recovery behaviors. Two of these three configurations result in both adaptive and proactive behaviors. In addition, the findings show that two out of the three configurations that lead to proactive behavior in service recovery also lead to the simultaneous existence of proactive and adaptive behaviors in service recovery. None of the sufficient configurations require the presence of all managerial practices. These results underscore that managers do not have to act on every single managerial intervention area to promote service recovery.

Research limitations/implications

The study advances the knowledge on the antecedents of employee behavior in service recovery by investigating how these antecedents combine to yield different recipes for developing either employee adaptive or proactive behavior in service recovery.

Practical implications

The findings provide insights for managers into the different combinations of practices that can be used to develop employee proactive or adaptive behavior in service recovery.

Originality/value

To the best of the authors’ knowledge, this is the first study that relies on a configurational approach to understand the combinations of managerial practices that result in employee proactive and adaptive behaviors in service recovery.

Details

European Journal of Marketing, vol. 54 no. 7
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 9 December 2019

Chunjiang Yang, Yashuo Chen, Xinyuan (Roy) Zhao and Nan Hua

This paper aims to examine the impacts of transformational leadership and employee proactive personality on service performance, the mediation role of organizational…

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Abstract

Purpose

This paper aims to examine the impacts of transformational leadership and employee proactive personality on service performance, the mediation role of organizational embeddedness and the synergies of transformational leadership and proactive personality within the proposed framework.

Design/methodology/approach

Data was collected following a time-lagged research approach. The study sample included 218 frontline employees and their supervisors from ten carefully selected five-star hotels in China. Structural equation modeling was employed for the data analysis.

Findings

Transformational leadership and proactive personality had positive effects on task performance and contextual performance via organizational embeddedness. The interactive influences of transformational leadership and proactive personality on task performance and contextual performance were found significant and negative.

Originality/value

Transformational leaders and proactive employees have been shown to exert a strong influence on excellent service performance, with organizational embeddedness playing a critical role.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 16 April 2020

Long-Zeng Wu, Yijiao Ye, Xuan-Mei Cheng, Ho Kwong Kwan and Yijing Lyu

Drawing from self-determination theory, this study aims to examine the effect of leader humor on frontline hospitality employees’ service performance and proactive customer

Abstract

Purpose

Drawing from self-determination theory, this study aims to examine the effect of leader humor on frontline hospitality employees’ service performance and proactive customer service performance (PCSP) via harmonious passion (HP) for work with employee neuroticism as the moderating mechanism.

Design/methodology/approach

This study controlled for the nested effect and tested all the hypotheses with Mplus 7.0 using a time-lagged three-wave survey of 232 Chinese supervisor–subordinate dyads.

Findings

The results indicated that leader humor promotes frontline hospitality employees’ service performance and PCSP by enhancing their HP. Furthermore, neuroticism was shown to strengthen the direct impact of leader humor on employee HP and its indirect impact on employee service performance and employee PCSP through HP.

Originality/value

First, this research contributes to the leader humor literature through exploring its impact on the service performance and PCSP of frontline hospitality employees. Second, this research develops a new framework to explain the leader humor-employee service outcomes relationship using self-determination theory. Finally, the focus on the moderating role of neuroticism helps to explain the “when” question of leader humor.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 5
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 13 February 2017

Hemang Jauhari, Shailendra Singh and Manish Kumar

The purpose of this paper is to examine the mediating roles of two variables of psychological empowerment and affective commitment of frontline service employees (FSEs) in…

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Abstract

Purpose

The purpose of this paper is to examine the mediating roles of two variables of psychological empowerment and affective commitment of frontline service employees (FSEs) in the relationship between transformational leadership (TFL) and proactive customer service behavior (PCSB) of FSEs.

Design/methodology/approach

In a rigorous research design, the authors obtained data from 225 FSE-supervisor dyads working in a large Indian IT services organization. Analysis was done using structural equation modeling approach in LISREL 8.72.

Findings

As expected, affective commitment and psychological empowerment of FSEs fully mediated the positive relationship between TFL and PCSB of FSEs, even after controlling for age and tenure. The specified model explained 24 percent of the variance in PCSB of FSEs.

Research limitations/implications

As FSEs act as the face of a service organization, therefore their proactive behavior plays an important role in customer satisfaction. Enactment of TFL by supervisors fosters PCSB of FSEs. Therefore, organizations must develop TFL skills in their managers to psychologically empower FSEs and get them committed to a superior service delivery through PCSB.

Originality/value

The study is one amongst the few studies to explore the relationship between TFL and proactive behavior in the customer service domain. Additionally, to the best of the authors’ knowledge, this is the first study to examine the explanatory mechanisms through which transformational leaders foster PCSB of FSEs.

Details

Journal of Enterprise Information Management, vol. 30 no. 1
Type: Research Article
ISSN: 1741-0398

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Article
Publication date: 13 March 2019

Laee Choi and Jiyoung Hwang

This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step…

Abstract

Purpose

This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step consequences of CCBs: customer satisfaction and intention to continue the relationship.

Design/methodology/approach

US consumers (n = 665) participated in online surveys regarding three types of service businesses with different levels of customization and customer contact. Data were analyzed using structural equation modeling.

Findings

Results show a significant, positive impact of the two dimensions of prosocial personality (i.e. other-oriented empathy and helpfulness) and proactive personality on CCBs. Additionally, CCBs increase customer satisfaction and, in turn, intention to continue the relationship.

Research limitations/implications

This study suggests the importance of customer prosocial and proactive personality as antecedents of CCBs. Beyond intention to participate in CCBs, the present study shows that customers perceived satisfaction from CCBs, resulting in intention to continue the relationship with their service provider. Further research should investigate other types of customer personalities such as conscientiousness and agreeableness.

Practical implications

Service providers should understand customer personalities that lead to voluntary behaviors that benefit their organizations. This understanding allows the service providers to better communicate with their customers and to receive more assists from customers.

Originality/value

Previous research has shown that customers’ attitudinal perceptions impact CCBs. In contrast, this study highlights the strong and positive impact of customer personalities, prosocial and proactive personality, on CCBs. Another significant contribution of this study is that it incorporates the potential consequences of CCBs.

Details

Journal of Consumer Marketing, vol. 36 no. 2
Type: Research Article
ISSN: 0736-3761

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Article
Publication date: 2 December 2020

Shaker Bani-Melhem, Faridahwati Mohd. Shamsudin, Rawan Mazen Abukhait and Samina Quratulain

This study expands on research related to the dark side of personality traits by examining how individual dark personality affects proactive work behaviours. Specifically…

Abstract

Purpose

This study expands on research related to the dark side of personality traits by examining how individual dark personality affects proactive work behaviours. Specifically, the authors consider paranoia as a dark personality trait and propose that it negatively relates to perceived psychological safety and indirectly affects frontline employees' (FLEs) willingness to report customer complaints as well as their extra-role customer service. The authors also posit that empathetic leadership is a focal, contextual factor that mitigates the impact of paranoia on perceived psychological safety and, consequently, the willingness to report customer complaints and engage in extra-role customer service behaviour.

Design/methodology/approach

The model was tested on a sample of 252 FLEs using process macro (Hayes, 2017) and AMOS. Data were collected from FLEs working in different hospitality organisations using a time-lagged design; supervisor-rated employee extra-role customer service was also measured.

Findings

The authors found that FLEs with a paranoid personality trait had a lesser sense of psychological safety at work, which reduced their willingness to engage in proactive work behaviours. However, this negative effect was mitigated by the presence of an empathetic leader.

Originality/value

The results are important because research has yet to determine which actions managers should take to counter the negative effects of dark personalities in the workplace.

Details

Journal of Service Theory and Practice, vol. 31 no. 1
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 12 February 2019

Yijiao Ye, Yijing Lyu and Yanzhen He

The purpose of this study is to investigate the influence of servant leadership on hospitality employees’ proactive customer service performance (PCSP) by focusing on the…

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1970

Abstract

Purpose

The purpose of this study is to investigate the influence of servant leadership on hospitality employees’ proactive customer service performance (PCSP) by focusing on the sequential mediating roles of harmonious passion and customer orientation and the moderating role of others’ approval of contingent self-esteem.

Design/methodology/approach

This study uses structural equation modeling with the four-wave data collected from eight Chinese hotels.

Findings

This study finds that servant leadership can promote hospitality employees’ PCSP by sequentially boosting their harmonious passion for work and customer orientation. Moreover, others’ approval of contingent self-esteem strengthens servant leadership’s effect on harmonious passion for work.

Originality/value

First, this study extends the servant leadership research by extending its outcome to hospitality employees’ PCSP. Second, this study enriches the understanding of the mediating mechanism between servant leadership and PCSP. Third, this study advances the research on servant leadership by identifying the moderating effect of employees’ others’ approval of contingent self-esteem between servant leadership and harmonious passion.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 12 September 2016

Yijing Lyu, Xing Zhou, Weiwen Li, Junbao Wan, Jie Zhang and Canhua Qiu

On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service

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2752

Abstract

Purpose

On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service performance (PCSP) in the hotel industry.

Design/methodology/approach

Data were collected from 198 service employee-coworker dyads from 12 hotels in China. Previously developed and validated measures of abusive supervision, organizational identification, collectivism and PCSP were used and found to be highly reliable in this study.

Findings

Time-lagged data from 12 hotels in China reveal that abusive supervision negatively influences service employees’ PCSP, through organizational identification. In addition, employees’ collectivistic value orientation also strengthens the negative relationship between abusive supervision and organizational identification. These findings have several theoretical and managerial implications, especially for hospitality context.

Practical implications

First, the study suggests that hotels should design supervisors’ selection, training and monitoring to reduce mistreatment, which could be highly costly to employees’ identification and hence proactive behaviors. In addition, hotel supervisors are encouraged to learn to regulate their emotions by developing emotional management skills and interpersonal skills. Second, because collectivists are more likely to be affected by abusive supervisors, organizations should pay special attention to them by allocating more supportive resources, providing psychological comfort and expert counseling. Finally, hotels and managers should seek to meet individuals’ basic needs by fostering positive relationships between supervisors and employees, offering favorable treatment and connecting an organization’s goals with employees’ individual values. By doing so, employees’ organizational identification will be enhanced and hence contribute to PCSP.

Originality/value

First, scarcely any study has focused on negative types of leadership styles and how they affect employees’ PCSP. The authors address the research gap by extending the antecedent scope of PCSP to dark side management and provide empirical evidence about the suppressing effects of abusive supervision on PCSP. Second, the focus on organizational identification provides a new extension for social identity theory in application for incurring employees’ proactive behaviors. Third, this study provides a novel contribution by suggesting that the level of collectivism an employee holds can exacerbate the salience of abusive supervision.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 9
Type: Research Article
ISSN: 0959-6119

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