Customer-Initiated Support and Employees’ Proactive Customer Service Performance: A Multilevel Examination of Proactive Motivation as the Mediator

Drawing on the proactive motivation model and theories of motivation, the current study examined customer-initiated support as an antecedent of employees’ proactive customer service performance (PCSP) and investigated the mediating role of proactive motivations and the moderating role of serving culture. We conducted two multilevel studies to test the proposed hypotheses. In study 1, we collected diary data from 158 nurses across 10 working days, and results showed that the relationship between nurses’ daily experience of customer-initiated support and their PCSP was mediated by self-efficacy, work meaning, and positive affect. In study 2, we collected multilevel multi-source data from 373 nurses nested within 80 units and found that nurses’ experience of customer-initiated support was positively related to their supervisor-rated PCSP via role-breadth self-efficacy and work meaning, but not through positive affect. Further, team-level serving culture strengthened the positive relationship between customer-initiated support and role-breadth self-efficacy. These findings shed light on understanding the effect of customer-initiated support as an external factor on prompting service employees’ proactive behaviors, potential motivational mediators to explain the underlying mechanisms, and potential boundary conditions inside of service organizations to strengthen the positive effects of customer-initiated support.     

人格类型对应激反应影响的实验研究(实验室应激源部分)

本研究以EPQ为依据选择高神经质和低神经质2组共24名被试,以有时间压力的心算和复杂辨别反应操作为紧张性刺激,在进行作业的同时记录被试的呼吸频率、呼吸流量、脉率、指端血管容积和皮肤电反应等五项生理指标,并检测尿内儿茶酚胺分泌量。通过对人格类型、作业成绩、作业难度主观评价、紧张性情绪体验,以及对尿内儿茶酚胺分泌量和五项生理指标的综合分析,以研究人格类型对应激反应影响的程度和途径。结果表明,在两组被试作业成绩无显著差异的情况下,在对作业难度主观评价和情绪体验的程度上,高神经质组高于低神经质组。在平静状态下,高神经质组去甲肾上腺素分泌量高于低神经质组;应激状态下,高神经质组的儿茶酚胺反应强度和变化幅度均明显高于低神经质组。高神经质组的五项生理指标均比低神经质组有较大的变化幅度。儿茶酚胺分泌量与脉率有明显的正相关。另外,通过与自然应激源部分的实验结果比较,发现实验室与现场应激的效果基本一致。     

Retracted: The Three-Step Theory of Suicide: An Independent Replication and Conceptual Extension

Retraction: Christopher R. Hagan PhD, Jennifer J. Muehlenkamp PhD, “The Three-Step Theory of Suicide: An Independent Replication and Conceptual Extension,” Suicide and Life-Threatening Behavior, Wiley, © American Association of Suicidology The above article, published online on 30 September 2019 in Wiley Online Library ( wileyonlinelibrary.com ), has been retracted by agreement between the authors, the journal Editor in Chief, Thomas Joiner, PhD, and John Wiley and Sons Ltd. The retraction has been agreed due to errors in variable calculation and a post-publication reviewer's concerns that some analyses did not accurately test the theoretical model. An updated version of this article will soon undergo review for publication at Suicide and Life-Threatening Behavior, and if accepted for publication, will be accompanied by an editorial from the Editor-in-Chief.