Research On The Influence Mechanism Of Proactive Customer Service Performance

Company operation is filled with more and more uncertainties,so that more employers have been required to take out-role work initiatively.When facing rapidly-changing environment,employees who take more initiative to learn environment and response to it will have more chance to help the whole organization improve profit.In other words,whether employees can show initiative in daily work is important to organization.Recent studies have shown that initiative climate is helpful to increase employees'initiative.For example,strengthening process innovation's effect to organization performance improving the influence of managements' Entrepreneurship to company profit.In individual level,initiative climate can help to encourage employees' customer proactive performance;in organization level,it can help to improve customer satisfaction.(Raub&Liao,2012)[1].Although scholars have agreed with initiative climate's positive influence to customer service performance,its exact Mechanism still need further study.Regrettably there isn't Empirical Study aiming to discuss this.So,this paper tries to open this black box and provides significant theory instruction and management suggestion.Based on Social Cognitive Theory,this paper explores the influence mechanism of organizational initiative climate on employees' proactive customer service performance from the aspect of organizational environment.This paper is composed with the flowing main parts:literature review;questionnaire survey;data analysis;conclusion and discussion.By building a theory model and empirical study,this paper concludes that:organizational initiative climate has a positive impact on employees' proactive customer service performance through improving employees' customer orientation.What's more,employees with higher social skills are more likely to show proactive customer service performance.