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Keywords: Proactive customer service performance
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Journal Articles
Enhancing proactive customer service performance through supervisor developmental feedback: exploring the role of felt obligation and positive reciprocity beliefs
Available to Purchase
Journal:
Personnel Review
Personnel Review (2026) 55 (4): 1090–1106.
Published: 20 March 2026
...Mingyan Han; Jingyou Zhao; Hengbo Du Purpose The current study aims to investigate whether, how and when supervisor developmental feedback influences hospitality employees' proactive customer service performance. Drawing on social exchange theory, we specifically examine the mediating role of felt...
