Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance

Journal of Applied Psychology

Volumn 97, Issue 3, 2012, Pages 651-667

  Raub, Steffen ^a   Liao, Hui ^b  

^a Ecole Hoteliere Lausanne   (Switzerland)

^b UNIVERSITY OF MARYLAND   (United States)

Author keywords

Initiative climate; Multilevel modeling; Proactive customer service performance; Service sector

Indexed keywords

ADULT; ARTICLE; CLINICAL TRIAL; CONSUMER; EMPLOYMENT; FEMALE; HUMAN; MALE; MULTICENTER STUDY; ORGANIZATION; PERSONNEL MANAGEMENT; PSYCHOLOGICAL ASPECT; PSYCHOLOGICAL MODEL; QUESTIONNAIRE; SELF CONCEPT;

ADULT; CONSUMER SATISFACTION; EMPLOYEE PERFORMANCE APPRAISAL; EMPLOYMENT; FEMALE; HUMANS; MALE; MODELS, PSYCHOLOGICAL; ORGANIZATIONAL CULTURE; QUESTIONNAIRES; SELF EFFICACY;

EID: 84867059851     PISSN: 00219010     EISSN: None     Source Type: Journal    
DOI: 10.1037/a0026736     Document Type: Article

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