|
|
|
| Research on the Impact and Mechanism of Customer Empowering Behaviors on Employee Proactive Customer Service Performance |
| GUO Gongxing，TIAN Jian，CHENG Bao，ZHOU Kun |
| 1. Shantou University, Shantou, Guangdong， China; 2. Southwestern University of Finance and Economics, Chengdu, China; 3. Dalian University of Technology, Dalian, Liaoning， China |
|
|
|
|
Abstract This study, from the perspective of conservation of resources theory, respectively introduces psychological availability and need for power as mediating and moderating variables, and probes into the mechanism and boundary of customer empowering behaviors on employee proactive customer service performance. Based on a time-lagged survey and two scenario-based experiments, the following research conclusions are derived: customer empowering behaviors have a significant positive effect on employee proactive customer service performance; psychological availability plays a mediating role in the relationship between customer empowering behaviors and employee proactive customer service performance; need for power not only plays a moderating role on the relationship between customer empowering behaviors and employee psychological availability, but also moderates the mediating effect of customer empowering behaviors on employee proactive customer service performance through employee psychological availability.
|
|
Received: 26 February 2023
|
|
|
|
|
|
|
