Is proactive service always right? The study on the dual influence mechanisms of proactive customer service performance on customer satisfaction

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-05-08 DOI:10.1016/j.ijhm.2025.104225

Dewen Liu , Chunyang Zhou , Yuanzheng Wang , Yifu Wu

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引用次数: 0

Abstract

Proactive customer service performance (PCSP) in the hospitality industry is increasingly being adopted by managers as it transcends traditional responsive service mode. However, existing research has tended to view PCSP in a positive light, leaving its dual nature—encompassing both negative and positive outcomes—relatively underexplored. Through a quantitative survey and a controlled scenario experiment in a restaurant setting, and based on social exchange theory and self-determination theory, this research demonstrates that PCSP boosts satisfaction through perceived service effort but may also lower it by reducing perceived service control. Furthermore, an inverted U-shaped relationship between PCSP and customer satisfaction is identified, with internet exposure playing an important moderating role. These findings provide new insights into the effects of PCSP on customers satisfaction, offering guidance for businesses to effectively implement PCSP.

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主动服务总是正确的吗？主动顾客服务绩效对顾客满意的双重影响机制研究

主动客户服务绩效（PCSP）在酒店业中被越来越多的管理者所采用，因为它超越了传统的响应式服务模式。然而，现有的研究倾向于从积极的角度看待PCSP，而对其双重性质（包括消极和积极的结果）的探索相对不足。基于社会交换理论和自我决定理论，本研究通过定量调查和控制情景实验，证明了PCSP通过感知服务努力提高满意度，但也可能通过减少感知服务控制来降低满意度。此外，PCSP与客户满意度之间呈倒u型关系，其中网络暴露发挥了重要的调节作用。这些研究结果为客户服务计划对客户满意度的影响提供了新的见解，为企业有效实施客户服务计划提供了指导。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.