Research on the Impact and Mechanism of Customer Empowering Behaviors on Employee Proactive Customer Service Performance
This study,from the perspective of conservation of resources theory,respectively in-troduces 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 media-ting 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 cus-tomer empowering behaviors and employee psychological availability,but also moderates the media-ting effect of customer empowering behaviors on employee proactive customer service performance through employee psychological availability.
customer empowering behaviorsemployee proactive customer service performancepsychological availabilityneed for power
NETL
NSTL
万方数据
