Exploring the Impact of Ethical Leadership on Proactive Customer Service Performance

IF 1 4区心理学 Q4 PSYCHOLOGY, SOCIAL

Social Behavior and Personality Pub Date : 2023-07-05 DOI:10.2224/sbp.12406

Shuqiang Song, Jiao Zhou, LV Boyi

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引用次数: 0

Abstract

Employees' proactive customer service performance can increase customers' perceived service quality and satisfaction, which is important for the long-term development of service enterprises. Ethical leadership can affect employees' attitude and behavior by showcasing ethical norms and improving employees' recognition of the organization. Using social identity theory and social cognitive theory, this study proposed that the relationship between ethical leadership and proactive customer service performance would be mediated by organizational identity and moderated by service climate. Utilizing structural equation modeling, we found a positive association between ethical leadership and proactive customer service performance, in which organizational identity acted as a mediator and service climate acted as a moderator. This study has expanded understanding of the antecedents of proactive customer service performance and filled a research gap on the relationship between service climate and proactive customer service performance. It offers a reference point and guidance for the management practice of service enterprises.

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探讨诚信领导对积极客户服务表现的影响

员工积极主动的客户服务绩效可以提高客户感知的服务质量和满意度，这对服务企业的长远发展至关重要。道德领导可以通过展示道德规范和提高员工对组织的认可来影响员工的态度和行为。本研究运用社会认同理论和社会认知理论，提出伦理型领导与主动顾客服务绩效之间的关系受组织认同的中介作用，并受服务氛围的调节作用。利用结构方程模型，我们发现道德领导与主动客户服务绩效之间存在正相关关系，其中组织认同是中介，服务氛围是调节。本研究扩大了对主动顾客服务绩效前因的理解，填补了服务氛围与主动顾客服务绩效关系的研究空白。为服务企业的管理实践提供了参考和指导。

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

Social Behavior and Personality PSYCHOLOGY, SOCIAL-

CiteScore

2.20

自引率

7.70%

发文量

117

期刊介绍： Social Behavior and Personality: an international journal publishes papers on all aspects of social, personality, and developmental psychology. The journal has successfully published the work of over 5,500 researchers and professionals, continuously for over 40 years. Now in its prime, the journal looks forward with enthusiasm to continued professional maturity and service to its readership and discipline.