Business

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

J. Peng and C. Chen

This study, conducted by Jui-Chen Peng and Chiu-Mei Chen, reveals a significant link between proactive personality and proactive customer-service performance among frontline employees. It highlights how positive psychological states and the service-failure recovery climate play crucial roles in enhancing service performance. Dive into the findings that could transform customer service dynamics!