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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
...。 Customer mistreatment Employees’ emotional exhaustion Proactive customer service performance Team performance pressure Leaders’ positive affective presence 顾客不当对待、员工情绪衰竭、主动对客服务绩效、团队绩效压力、领导者积极情感体现 Abuso del cliente Agotamiento emocional de los empleados Rendimiento proactivo del servicio...
