Linking proactive personality to proactive customer-service performance: a moderated parallel mediation model

This study investigates the relationship between proactive personality and proactive customer-service performance (PCSP) among frontline employees. It examines the mediating roles of positive psychological states (work engagement and perceived meaningful work) and the moderating role of the service-failure recovery climate (SFRC). Using data from 358 frontline employees and 62 branch managers in Taiwanese retail chains, the study finds a positive relationship between proactive personality and PCSP, mediated by work engagement and perceived meaningful work. This relationship is moderated by SFRC, with weaker effects at high SFRC levels. The findings highlight the importance of proactive personality as a personal resource and the roles of positive psychological states and SFRC in influencing PCSP.

Jui-Chen Peng, Chiu-Mei Chen