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A Study On The Effect Of Family-work Relationship On Proactive Customer Sercive Performance Of Employee

Posted on:2016-06-02Degree:MasterType:Thesis
Country:ChinaCandidate:Y WangFull Text:PDF
GTID:2429330542957263Subject:Business management
Abstract/Summary:PDF Full Text Request
With the rapid development of national economy,the service industry has taken the most important part of China's economic development.Changes in the external environment and increasing uncertainty have driven service firms to focus on proactive customer service performance in order to provide better customer experience and make better business performance.However,up to now,proactive customer service performance has just got scholar's attention.There are few papers studied its antecedents but ignored the impact from family-work relationship.Therefore,this paper,which is based on Chinese cultural background,focused on the impact of family-work relationship on proactive customer service performance,and added service climate as a moderator to further explore and improve the mechanism.It can enrich theoretical understanding of proactive customer service performance and offer theoretical guidance and management suggestions for service firms.This paper reviewed the theories of family-work relationship,proactive customer service performance and service climate,and then presented the research questions based on summing up the status quo and the limitations of previous studies,and built theoretical assumptions.We investigated 400 staffs which came from different service firms in China.Applying statistical soft wares of AMOS 17.0 and SPSS 20.0,this paper drew the following conclusions:(1)Family-work conflict has no significant influence on proactive customer service performance.(2)Family-work enrichment has a significant influence on proactive customer service performance.(3)Family-work balance has a significant influence on proactive customer service performance.(4)Service climate has a positive moderating effect on the relationship between family-work conflict and proactive customer service performance.(5)Service climate has no moderating effect on the relationship between family-work enrichment and proactive customer service performance.(6)Service climate has a positive moderating effect on the relationship between family-work balance and proactive customer service performance.Finally,this paper discussed and analyzed the above conclusions and presented managerial implications and recommendations.At the end of this study,this paper pointed out the limitations and future research directions.
Keywords/Search Tags:Family-work conflict, Family-work enrichment, Family-work balance, Proactive customer service performance, Service climate
PDF Full Text Request
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