The current research aims to employ a meta-analytic approach to assess the strength and direction of relationships between proactive customer service performance (PCSP) and its key antecedents, along with the moderating role of national cultures (individualism/collectivism, long/short term and masculinity/femininity), measurement and time lag.
Using data from 116 separate studies (total sample = 71,464), a quantitative meta-analysis was conducted, evaluating 23 different antecedents. The antecedents of PCSP were grouped into several domains, including job attitudes, job strains, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants.
Findings indicated that thriving at work had the strongest influence on PCSP, with mindfulness, service climate, work engagement and transformational leadership also showing strong effects. Moreover, the analysis confirmed that national cultures, measurement and time lag significantly moderated these relationships.
This study represents the first comprehensive meta-analysis in management and organizational behavior research to consolidate and evaluate the associations between PCSP and its antecedents, while also testing the moderating effect of national cultures, measurement and time lag.
