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Standing in my customer's shoes: Effects of customer-oriented perspective taking on proactive service performance |
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| Authors: | Yuanyuan Huo Ziguang Chen Wing Lam Stephen A. Woods |
| Affiliation: | 1. University of Surrey, UK;2. Department of Management, City University of Hong Kong, Kowloon, Hong Kong;3. Department of Management and Marketing, The Hong Kong Polytechnic University, Kowloon, Hong Kong |
| Abstract: | |
| Keywords: | customer-oriented perspective taking proactive service performance role breadth self-efficacy |