IDEAS home Printed from https://ideas.repec.org/a/pal/palcom/v10y2023i1d10.1057_s41599-023-02219-3.html
   My bibliography  Save this article

Linking proactive personality to proactive customer-service performance: a moderated parallel mediation model

Author

Listed:
  • Jui-Chen Peng

    (Putian University)

  • Chiu-Mei Chen

    (Zhaoqing University)

Abstract

Drawing on the job demands-resources model and positive organizational scholarship, this study examines proactive personality as an antecedent of frontline employees’ proactive customer-service performance (PCSP). It also investigates the potential mediating role of positive psychological states on the relation between proactive personality and PCSP and the potential moderating role of the service-failure recovery climate (SFRC) on the relation between proactive personality and positive psychological states. To test our hypotheses, we used a moderated parallel mediation model and data obtained from 62 branch managers and 358 frontline branch employees of three well-known appliance households and 3C (computers, communications, and consumer electronics) chain stores in Taiwan. The results of multiple-regression and SPSS PROCESS macro analyses indicate that proactive personality was positively related to manager-rated PCSP via employees’ work engagement and perceptions that their work was meaningful. Further, the positive relationship between proactive personality and PCSP through both work engagement and meaningful work perceptions was moderated by SFRC. These findings shed light on the effect of frontline employees’ proactive personality as a personal resource driving their PCSP; the roles of positive psychological states as mediators that help explain the potential intermediary mechanisms; and a boundary condition of SFRC that may weaken the positive relationship between employees’ proactive personality and psychological states. The implications, limitations, and future research directions are included.

Suggested Citation

  • Jui-Chen Peng & Chiu-Mei Chen, 2023. "Linking proactive personality to proactive customer-service performance: a moderated parallel mediation model," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-11, December.
    • Handle: RePEc:pal:palcom:v:10:y:2023:i:1:d:10.1057_s41599-023-02219-3
    DOI: 10.1057/s41599-023-02219-3
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41599-023-02219-3
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1057/s41599-023-02219-3?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Sun, Jiaqing & Li, Wen Dong & Li, Yuhui & Liden, Robert C. & Li, Shuping & Zhang, Xin, 2021. "Unintended consequences of being proactive? Linking proactive personality to coworker envy, helping, and undermining, and the moderating role of prosocial motivation," LSE Research Online Documents on Economics 116951, London School of Economics and Political Science, LSE Library.
    2. Wilmar Schaufeli & Marisa Salanova & Vicente González-romá & Arnold Bakker, 2002. "The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach," Journal of Happiness Studies, Springer, vol. 3(1), pages 71-92, March.
    3. Bailey, Katherine & Madden, Adrian & Alfes, Kerstin & Shantz, Amanda & Soane, Emma, 2017. "The mismanaged soul: existential labor and the erosion of meaningful work," LSE Research Online Documents on Economics 68342, London School of Economics and Political Science, LSE Library.
    4. Bulent Menguc & Seigyoung Auh & Volkan Yeniaras & Constantine S. Katsikeas, 2017. "The role of climate: implications for service employee engagement and customer service performance," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 428-451, May.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Umair Ahmed & Waheed Ali Umrani & Umer Zaman & Sheraz Mustafa Rajput & Tariq Aziz, 2020. "Corporate Entrepreneurship and Business Performance: The Mediating Role of Employee Engagement," SAGE Open, , vol. 10(4), pages 21582440209, November.
    2. Mader, Xana & Santos, Joana & Gonçalves, Gabriela, 2018. "Job Satisfaction In A Tourist Resort In Portugal," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 6(3), pages 314-325.
    3. Serdar Çop & Victor Oluwafemi Olorunsola & Uju Violet Alola, 2021. "Achieving environmental sustainability through green transformational leadership policy: Can green team resilience help?," Business Strategy and the Environment, Wiley Blackwell, vol. 30(1), pages 671-682, January.
    4. Onintze Letona-Ibañez & Silvia Martinez-Rodriguez & Nuria Ortiz-Marques & Maria Carrasco & Alejandro Amillano, 2021. "Job Crafting and Work Engagement: The Mediating Role of Work Meaning," IJERPH, MDPI, vol. 18(10), pages 1-15, May.
    5. Paula van Dommelen & Jennifer K Coffeng & Hidde P van der Ploeg & Allard J van der Beek & Cécile R L Boot & Ingrid J M Hendriksen, 2016. "Objectively Measured Total and Occupational Sedentary Time in Three Work Settings," PLOS ONE, Public Library of Science, vol. 11(3), pages 1-13, March.
    6. Li, Chang-Jun & Li, Fuli & Chen, Tingting & Michael Crant, J., 2022. "Proactive personality and promotability: Mediating roles of promotive and prohibitive voice and moderating roles of organizational politics and leader-member exchange," Journal of Business Research, Elsevier, vol. 145(C), pages 253-267.
    7. Viktoria Maria Baumeister & Leonie Petra Kuen & Maike Bruckes & Gerhard Schewe, 2021. "The Relationship of Work-Related ICT Use With Well-being, Incorporating the Role of Resources and Demands: A Meta-Analysis," SAGE Open, , vol. 11(4), pages 21582440211, November.
    8. Shilei Zhang & Rui Shi & Liping Yun & Xuefei Li & Yun Wang & Hongbin He & Danmin Miao, 2015. "Self-regulation and Study-Related Health Outcomes: A Structural Equation Model of Regulatory Mode Orientations, Academic Burnout and Engagement Among University Students," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 123(2), pages 585-599, September.
    9. Umair Ahmed & Abdul Halim Abdul Majid & Md Lazim Mohd Zin, 2016. "Meaningful Work and Work Engagement: A Relationship Demanding Urgent Attention," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(8), pages 116-122, August.
    10. Tilahun Kidane Diko & Shabnam Saxena, 2023. "Antecedents and outcome of employee engagement: Empirical study of Ethiopian public higher education institutions," SN Business & Economics, Springer, vol. 3(8), pages 1-30, August.
    11. Ginés D. López-García & María Carrasco-Poyatos & Rafael Burgueño & Antonio Granero-Gallegos, 2023. "Relationships Between Needs Satisfaction and the Quality of Motivation With Academic Engagement in Pre-Service Physical Education Teachers," SAGE Open, , vol. 13(3), pages 21582440231, September.
    12. Jari J. Hakanen & Petri Rouvinen & Ilkka Ylhäinen, 2021. "The Impact of Work Engagement on Future Occupational Rankings, Wages, Unemployment, and Disability Pensions—A Register-Based Study of a Representative Sample of Finnish Employees," Sustainability, MDPI, vol. 13(4), pages 1-19, February.
    13. María Josefina Peláez & Cristián Coo & Marisa Salanova, 2020. "Facilitating Work Engagement and Performance Through Strengths-Based Micro-coaching: A Controlled Trial Study," Journal of Happiness Studies, Springer, vol. 21(4), pages 1265-1284, April.
    14. Lise A. Oortmerssen & Marjolein C. J. Caniëls & Marcel F. Assen, 2020. "Coping with Work Stressors and Paving the Way for Flow: Challenge and Hindrance Demands, Humor, and Cynicism," Journal of Happiness Studies, Springer, vol. 21(6), pages 2257-2277, August.
    15. Jens Jørund Tyssedal, 2023. "Work is Meaningful if There are Good Reasons to do it: A Revisionary Conceptual Analysis of ‘Meaningful Work’," Journal of Business Ethics, Springer, vol. 185(3), pages 533-544, July.
    16. Xiuxiu Huang & Zhaoyang Li & Qiaoqin Wan, 2019. "From organisational justice to turnover intention among community nurses: A mediating model," Journal of Clinical Nursing, John Wiley & Sons, vol. 28(21-22), pages 3957-3965, November.
    17. Charlice Hurst & Lauren Simon & Yongsuhk Jung & Dante Pirouz, 2019. "Are “Bad” Employees Happier Under Bad Bosses? Differing Effects of Abusive Supervision on Low and High Primary Psychopathy Employees," Journal of Business Ethics, Springer, vol. 158(4), pages 1149-1164, September.
    18. Nasser Saad Al Kahtani & Sulphey M. M., 2022. "A Study on How Psychological Capital, Social Capital, Workplace Wellbeing, and Employee Engagement Relate to Task Performance," SAGE Open, , vol. 12(2), pages 21582440221, May.
    19. Franz Dinar V. Cubillas, 2023. "Challenges of Non-STEM Students in Psychology: Disruptive Learning Dynamics: A Literature Review," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(12), pages 563-570, December.
    20. Gazi Md. Shakhawat Hossain & Md. Nayem Hossen & Md. Sharifur Rahman & Maruf Hasan, 2019. "Structural Equation Modeling (SEM) Approach to Examining the Factors’ Affecting Work Life Balance among Female Teachers’: An Empirical Study," International Journal of Science and Business, IJSAB International, vol. 3(6), pages 140-152.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palcom:v:10:y:2023:i:1:d:10.1057_s41599-023-02219-3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: https://www.nature.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.