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

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

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SISTEM CUSTOMER SERVICE PT KERETA API INDONESIA (PERSERO) BERBASIS CHATBOT MENGGUNAKAN KOMPUTASI BAHASA

METHOMIKA: Jurnal Manajemen Informatika dan Komputerisasi Akuntansi ◽

10.46880/jmika.vol5no1.pp37-41 ◽

2021 ◽

Vol 5 (1) ◽

pp. 37-41

Author(s):

Nia Shafira ◽

◽

Etin Martiana ◽

Rengga Asmara

Keyword(s):

Human Resources ◽

Natural Language ◽

Customer Service ◽

Customer Loyalty ◽

Service Provider ◽

Language Modeling ◽

Service Performance ◽

Service Workers ◽

New Approach ◽

Automatic Information

As the main train service provider company in Indonesia, PT Kereta Api Indonesia (PT KAI) has many customers who need information. In order to maintain customer loyalty, PT KAI must respond quickly and be adaptive to technology to provide the best service to customers. Limited human resources make PT KAI unable to serve customers simultaneously, so customers often have to wait for a response. In order to provide the best service, automatic messages are needed in order to help customer service performance respond quickly and at the same time with no cost, access anytime and anywhere. This study proposes a new approach with chatbots as a medium for conveying automatic information quickly and simultaneously. This chatbot is made with a computational language that focuses on natural language modeling and cosine similarity as a method for calculating the proximity of inputs and databases. This research can help PT KAI's customer service workers to answer customer needs automatically.

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Gain without pay causes lazybones’ loss

Chinese Management Studies ◽

10.1108/cms-03-2017-0057 ◽

2018 ◽

Vol 12 (3) ◽

pp. 634-657 ◽

Cited By ~ 2

Author(s):

Wen Wu ◽

Jingli Liu ◽

Xiaopu Shang

Keyword(s):

Customer Service ◽

Two Dimensions ◽

Service Performance ◽

Social Loafing ◽

Content Type ◽

Extant Literature ◽

Mediating Role ◽

Informal Relationship ◽

Processing Theory ◽

Member Exchange

Purpose Building on social informational processing theory, the purpose of this paper is to develop and test a theoretical model of moderated mediation in which social loafing tendency serves as an intervening mechanism that explains associations among two dimensions of leader–member relationships (formal and informal relationships, namely, leader–member exchange and leader–member guanxi) and customer service performance. Design/methodology/approach The authors designed a field study to test the hypotheses presented in this paper. A survey of 304 supervisor–employee pairs and matched customers generally provide support for this model. Findings The authors found that social loafing tendency played a mediating role between leader–member relationships and customer service performance. Co-worker service-oriented OCB moderated the positive relationship between leader–member guanxi and loafing tendency. Research limitations/implications More samples should be collected from both private and state-owned company. Both the informal and formal leader–member relationships should be unanimously included in examining how the leader–member relationships influence focal employee’s attitude and behavior, particularly in societies where the informal relationship plays noticeable role. Practical implications Managers should properly deal with formal and informal relationship with subordinates. Originality/value The influence of leader–member guanxi on employees and organization is controversial in extant literature. In some sense, this finding contributes to extant literature by further clarifying the influence of guanxi on the focal employee’s performance.

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Modern 3PL Services in China: The Role of Trust

10.51240/jibe.2009.2.5 ◽

2009 ◽

Vol 10 (2) ◽

pp. 103-135

Author(s):

Paul Ghijsen ◽

Janjaap Semeijn ◽

Amy Wang

Keyword(s):

Customer Service ◽

Positive Influence ◽

Customer Relationships ◽

Service Performance ◽

Customer Relationship ◽

Social Connections ◽

Mediating Role ◽

Business Operations ◽

Relationship Outcomes

The purpose of this research is to provide an understanding of the contemporary 3PL market in China. This study links trust, IT and 3 PL usage and customer relationships. Also, the importance of social connections in business operations is highlighted. The manuscript shows the influence of trust, IT and 3PL usage on customer service performance, and its consequence for satisfaction and loyalty. 3PL usage appears to have a positive influence on service performance. Furthermore, service performance improves the customer relationship outcomes, in terms of satisfaction and loyalty via trust. Trust seems to have a mediating role.

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Customer Participation Variation and Its Impact on Customer Service Performance: Underlying Process and Boundary Conditions

Journal of Service Research ◽

10.1177/1094670519899161 ◽

2020 ◽

Vol 23 (3) ◽

pp. 299-320

Author(s):

Bulent Menguc ◽

Seigyoung Auh ◽

Fatima Wang

Keyword(s):

Boundary Conditions ◽

Customer Service ◽

Discriminant Validity ◽

Service Industries ◽

Service Performance ◽

Customer Participation ◽

Mediation Process ◽

Travel And Tourism ◽

Information Time ◽

Indirect Relationship

Drawing on the customer participation (CP) literature, this research proposes that CP variation is the degree to which employees perceive variability across customers with regard to customers sharing information, time, and effort and making suggestions to enhance the service delivery process and outcome. Drawing on the job demands–resources model, this research explicates the mediating process by which CP variation affects customer service performance and its boundary conditions. Study 1 uses data from a field study in the banking industry to show that CP variation negatively influences customer service performance through greater customer-related burnout. The authors show that this mediation process is moderated by contingencies that mitigate or exacerbate the indirect relationship. Study 2 further validates the CP variation construct by testing for discriminant validity against similar and related constructs, such as CP quality, in more diverse service industries (insurance, legal consulting, travel and tourism, health care, and physical fitness). Finally, an examination of the moderating role of CP quality provides a more nuanced picture of the intricacies between CP variation and CP quality. This article concludes with a discussion of the theoretical and practical implications for CP variation research.

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