... following supervisor idea rejection, which diminishes proactive customer service performance ( PCSP ) and increases work–family conflict. Conversely, employees with higher emotion regulation are inclined toward problem-solving pondering, which enhances PCSP and shows a U-shaped relationship with work...

... 10 2025 © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only AIGC techno-overload Proactive customer service performance Service sabotage Ego depletion Self-control Experience sampling method Hotel employees Beijing Social...

... status, which then leads to procrastination behavior; however, it triggers sympathy toward the organization among employees with high perceived insider status, which further results in proactive customer service performance (PCSP). Practical implications Their work offers practical insights...

... and mindfulness moderate the direct impact of FI on IRP and PCSP and the indirect impact of FI on two aforementioned outcomes via EE. Family incivility In-role performance Emotional exhaustion Emotional intelligence Mindfulness Proactive customer service performance © Emerald Publishing Limited...

... and when leader humility influences subordinates’ proactive customer service performance (PCSP). Drawing upon the conservation of resources theory, this study theorizes a moderated mediation model with relational energy as the mediator and person–supervisor fit (P-S fit) as the moderator. This study...

... aggression (Martin et al., 2003). © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Leader aggressive humour Organisation-based self-esteem Psychological entitlement Proactive customer service performance In the workplace, humour...

...Zhuanzhuan Sun; Long-Zeng Wu; Yijiao Ye; Ho Kwong Kwan Purpose Based on self-determination theory, this research paper aims to explore the implication of exploitative leadership for hospitality employees’ proactive customer service performance (PCSP) via harmonious passion for work (HPFW...

... factor that influences the effectiveness of shared leadership. Shared leadership Harmonious passion Traditionality Proactive customer service performance The hypotheses were tested using hierarchical linear modeling based on multilevel data from 353 frontline service employees in 148...

... at: abuelhassanelshazly1980@gmail.com Based on social exchange theory (SET) and conservation of resources (COR) theory, this study aims to examine the unique combined impact of procedural justice (PJ) and distributive justice (DJ) on proactive customer service performance (PCSP) and general self-efficacy (GSE...

... affect-as-information theory, this research analyzed the relationship of leader affective presence and employee proactive customer service performance (PCSP) in hospitality organizations. It further explored when and how leader affective presence influenced employee PCSP. Taking a sample of 110...

... Drawing from self-determination theory, this study aims to examine the effect of leader humor on frontline hospitality employees’ service performance and proactive customer service performance (PCSP) via harmonious passion (HP) for work with employee neuroticism as the moderating mechanism...

... effect of employees’ others’ approval of contingent self-esteem between servant leadership and harmonious passion. Servant leadership Customer orientation Contingent self-esteem Harmonious passion Proactive customer service performance National Natural Science Foundation of China...

..., this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service performance (PCSP) in the hotel industry. Data were collected from 198 service employee-coworker dyads from 12 hotels in China. Previously developed and validated measures...