ArticleFrontiers in psychology2021
Abusive Supervision, Affective Commitment, Customer Orientation, and Proactive Customer Service Performance: Evidence From Hotel Employees in China.
Article in Frontiers in psychology, 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 8 papers.
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Who cites it
8 citing papers in PubMed.
- The effect of customer incivility on proactive customer service performance mediated by emotional exhaustion and moderated by proactive personality.Scientific reports · 2026Article
- Article
- Two-Way Efforts Between the Organization and Employees: Impact Mechanism of a High-Commitment Human Resource System on Proactive Customer Service Performance.Behavioral sciences (Basel, Switzerland) · 2025Article
- From Struggle to Strength: Coping with Abusive Supervision in Project Teams through Proactive Behavior and Team Building.Behavioral sciences (Basel, Switzerland) · 2024Article
- Nothing personal, it's the organization! Links between organizational culture, workplace bullying, and affective commitment.Frontiers in psychology · 2024Article
- Perceived abusive supervision and graduate students' suicidal ideation: from the perspective of interpersonal psychological theory of suicide.BMC psychology · 2023Article
- Modelling the significance of strategic orientation for competitive advantage and economic sustainability: the use of hybrid SEM-neural network analysis.Journal of innovation and entrepreneurship · 2022Article
- Impact of Perceived Product Value on Customer-Based Brand Equity: Marx's Theory - Value-Based Perspective.Frontiers in psychology · 2022Article
Corrections and comments
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Authors and funding
3 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
Abusive supervision is quite common in the service industry. Employees' proactive customer service performance is essential for the long-term development of service enterprises. This study enriches the antecedents of proactive customer service performance from a new theoretical perspective by incorporating the analysis of abusive supervision into the theoretical framework and fills the research gap between customer orientation and proactive customer service performance. Based on Affective Events Theory and Social Cognitive Theory, this study established the structure equation model between abusive supervision and proactive customer service performance mediated by affective commitment and customer orientation. Utilizing structural equation modeling, a negative association between abusive supervision and proactive customer service performance was found, and affective commitment and customer orientation act as the mediators between abusive supervision and proactive customer service performance. In addition, the implications for future study were also discussed.
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Registered trials
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