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Keywords: Proactive customer service performance
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Journal Articles
Journal:
Tourism Review
Tourism Review (2025) 80 (7): 1427–1451.
Published: 17 March 2025
...Bo Liu; Jiang Yun; Jinjin Zhao Purpose In response to the need to analyze the spillover effects of proactive customer service performance (PCSP), this study aims to draw from the cognitive–affective system theory of personality (CAPS) to explore the mechanism by which coworker PCSP affects work...
Journal Articles
Journal:
Tourism Review
Tourism Review (2023) 78 (6): 1414–1432.
Published: 02 May 2023
...Jing Jiang; Yuan Yuan; Yanan Dong; Huijuan Dong Purpose This study aims to examine the joint impact of customer mistreatment (external stressor) and team performance pressure (internal stressor) on employees’ proactive customer service performance (PCSP) using the stressor-emotion model. Design...
