Proactive Customer Service Performance: Relationships With Individual, Task, and Leadership Variables
By Johannes Rank, Jeanne M. Carsten, Jens M. Unger, Paul E. Spector. 2007
264 citations recorded by the source corpus.
Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/7a5b697f51337ce10484a4dfcc461c9d6029da8c
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In Information Systems and Management
In Organizational Behavior and Human Resource Management
Citations in the corpus
- Workplace gossip and frontline employees’ proactive service performance (2019, methodology): “To measure proactive service performance, we used a 7-item scale originally developed by Rank et al. (2007) and later applied by Raub and Liao (2012) in China.”
- The Power of Meaningful Work (2014, background): “The positive relationship between individual initiative in service work and desirable individual and organizational outcomes has been established (Rank et al. 2007; Raub and Liao 2012).”
- Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics (2017, background): “It also differs from customer-oriented organizational citizenship behavior and customer-oriented pro-social behavior that does not involve taking purposive initiatives, thinking forwardly or taking preventive measures (Brief and Motowidlo, 1986; Raub and Liao, 2012).”