Ecole Hôtelière de Lausanne, Le Chalet-à-Gobet, CH - 1000 Lausanne 25, Switzerland.
J Appl Psychol. 2012 May;97(3):651-67. doi: 10.1037/a0026736. Epub 2012 Jan 9.
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.
我们开发并测试了一个关于主动客户服务绩效的前因和结果的跨层次模型。该研究在一家位于欧洲、中东、非洲和亚洲的跨国酒店连锁店的 74 家分店中，对 900 名一线服务员工及其主管进行了一项实地研究，结果表明该模型具有测量等效性，并表明，在控制服务氛围后，企业层面的主动性氛围和个体层面的一般自我效能感可以预测员工的主动客户服务绩效，并以协同的方式相互作用。结果还表明，在企业层面，在控制服务氛围和集体一般服务绩效的情况下，主动性氛围通过聚合主动客户服务绩效的中介作用，与客户服务满意度呈正相关和间接相关。我们讨论了这些发现的重要理论和实践意义。
