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Antecedents of proactive customer service performance in hospitality: a meta-analysis

As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. T...

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Main Authors: Yan, Zhen, Mansor, Zuraina, Choo, Wei Chong
Format: Article
Published: Informa UK 2023
Online Access:http://psasir.upm.edu.my/id/eprint/106601/
https://www.tandfonline.com/doi/full/10.1080/19368623.2023.2184896
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spelling my.upm.eprints.1066012024-08-08T03:04:37Z http://psasir.upm.edu.my/id/eprint/106601/ Antecedents of proactive customer service performance in hospitality: a meta-analysis Yan, Zhen Mansor, Zuraina Choo, Wei Chong As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. Whats more, this study has discussed future research directions for PCSP in hospitality. Informa UK 2023 Article PeerReviewed Yan, Zhen and Mansor, Zuraina and Choo, Wei Chong (2023) Antecedents of proactive customer service performance in hospitality: a meta-analysis. Journal of Hospitality Marketing & Management, 32 (4). pp. 505-529. ISSN 1936-8623; ESSN: 1936-8631 https://www.tandfonline.com/doi/full/10.1080/19368623.2023.2184896 10.1080/19368623.2023.2184896
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
description As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. Whats more, this study has discussed future research directions for PCSP in hospitality.
format Article
author Yan, Zhen
Mansor, Zuraina
Choo, Wei Chong
spellingShingle Yan, Zhen
Mansor, Zuraina
Choo, Wei Chong
Antecedents of proactive customer service performance in hospitality: a meta-analysis
author_facet Yan, Zhen
Mansor, Zuraina
Choo, Wei Chong
author_sort Yan, Zhen
title Antecedents of proactive customer service performance in hospitality: a meta-analysis
title_short Antecedents of proactive customer service performance in hospitality: a meta-analysis
title_full Antecedents of proactive customer service performance in hospitality: a meta-analysis
title_fullStr Antecedents of proactive customer service performance in hospitality: a meta-analysis
title_full_unstemmed Antecedents of proactive customer service performance in hospitality: a meta-analysis
title_sort antecedents of proactive customer service performance in hospitality: a meta-analysis
publisher Informa UK
publishDate 2023
url http://psasir.upm.edu.my/id/eprint/106601/
https://www.tandfonline.com/doi/full/10.1080/19368623.2023.2184896
_version_ 1807051118116601856
score 13.211869

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