Table 2

Standardized estimates of direct and mediating effects

PathsDirect effectIndirect effectCritical ratiop-value
Proactive personality → Work engagement0.42 13.429<0.05
Work engagement → Service recovery performance0.47 14.358-do-
Service recovery performance → Customer engagement0.45 14.157-do-
Proactive personality → Customer engagement0.37 12.018-do-
Proactive personality → Work engagement → Service recovery performance 0.208.327<0.01
Work engagement → service recovery performance → Customer engagement 0.218.973-do-
Proactive personality → Work engagement → Service recovery performance → Customer engagement 0.0996.236-do-

Source(s): Data compilation by the authors

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