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Keywords: Proactive customer service performance
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Journal Articles
Journal:
Chinese Management Studies
Chinese Management Studies (2026) 20 (3): 615–632.
Published: 06 August 2025
... indicate that pay-for-performance enhances both surface acting and deep acting in e-smile service. Surface acting positively impacts task performance, whereas deep acting enhances both task performance and proactive customer service performance. Furthermore, perceived insider status weakens the mediating...
