Customer courtesy and service performance: The roles of self‐efficacy and social context

Yoon, David J.; Muir, Cindy P.; Yoon, Mahn Hee; Kim, Eugene

doi:10.1002/job.2625

Cited by 11 publications

(5 citation statements)

References 89 publications

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“…Because of this concern, they would be hesitant to try their luck at anything. According to Yoon et al (2022) who came to a similar conclusion and stated the same hypothesis, people's self-efficacy may be diminished in prosocial settings as a result of concern about receiving a negative appraisal. However, it is of the utmost importance to keep in mind that various studies have demonstrated differing degrees of connections between being generous and having anxiety resulting from receiving bad evaluations.…”

Section: Literature Reviewmentioning

confidence: 83%

Examining the Impact of Fear of Negative Evaluation on Prosocial Behavior

Lyu¹

2023

IJSMR

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This research examined if judgmental worries affected people's motivation to assist others. The fear of receiving negative comments from others is called the "dread of unfavorable judgment." "Prosocial" behaviors help not just the individual but also society. This study examined if fear of judgment makes individuals reluctant to assist. It was hypothesized that individuals would be less willing to aid others due to concern over how others would see their actions. This research examined if self-conscious individuals assist less. This study examined how anxieties of unfavorable evaluations could influence prosocial behavior. The research also examined whether such anxieties predict compassion. Data and statistical testing underpin the study. Ex-study participants took social anxiety and kindness tests. Correlation and regression were used to study evaluation anxiety and compassion. Niceness and caring about others' views are statistically negative. Worriers about others' views are less inclined to aid the needy. Worrying over negative reviews predicted reduced philanthropy, according to regression analysis. Therapy to reduce criticism anxiety is needed in civilized societies. CBT and social skills training may reduce judgment anxiety and increase compassion. Both methods work. A humanitarian assistance network might lessen evaluation worries. This research found a link between charitable giving and self-consciousness. This shows the significance of reducing grade anxiety to encourage good conduct.

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Section: Literature Reviewmentioning

confidence: 83%

Examining the Impact of Fear of Negative Evaluation on Prosocial Behavior

Lyu¹

2023

IJSMR

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“…Being empathetic allows representatives to better understand their customers and provide a more satisfactory experience (Ioannidou & Vaya, 2008). Clear communication is essential for ensuring that customers understand information provided to them (Reddy & Gupta, 2020): being courteous and treating customers with respect and courtesy at all times, being polite, friendly, and professional in your interactions (Yoon et al, 2022). According to scholars, transparency is the cornerstone of trust, as is clear pricing (Hanna et al, 2019).…”

Section: Discussion and Analysismentioning

confidence: 99%

Factors Affecting Tourists’ Satisfactions in Night Markets: A Study of Ton Tann Green Market in Khon Kaen, Thailand

Chaisaengpratheep

2023

CMUJASR

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This article utilizes confirmatory factor analysis through the JASP Program, as indicated by loading factors exceeding 0.5, to uncover key factors playing a significant role in the success of an esteemed night market, the Ton Tann Green Market, Khon Kaen, Thailand, including product, pricing, place, people, and facilities. Managing Cronbach’s alpha values at 0.7 ensures the reliability of collected data by assessing internal consistency and convergence. A variety of fit indices were also used to quantify the model’s suitability and ability to represent relationships between observed variables. An appropriate sample size of 305 respondents was determined and the collected data was statistically sound and capable of accurately validating the research findings. Respondents in this survey rated their satisfaction on a five-point Likert scale, revealing valuable information about tourist behavior. The findings are crucial for improving the night market. Tourists can benefit from harnessing these factors, especially younger demographics and tourists satisfied with place, people, price, and facilities. These findings provide crucial recommendations to both policymakers and entrepreneurs, ensuring that the market retains its relevance as a pillar of the Khon Kaen community while simultaneously upholding local traditions. Keywords: Factor analysis, satisfaction, night market, tourism, Khon Kaen.

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“…Consistent with previous studies (e.g. Hu and Liden, 2013; Hur et al , 2022; Yoon et al , 2022), we used a competence scale consisting of three items developed by Spreitzer (1995). This scale was originally derived from Jones’s (1986) self-efficacy scale.…”

Section: Methodsmentioning

confidence: 99%

Service employees’ STARA awareness and proactive service performance

Hur,

Shin

2024

JSM

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Purpose This study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and algorithms (STARA) in their job autonomy and proactive service performance and when these relationships can be buffered. Drawing on the cognitive appraisal theory of stress, the study examined the mediating relationship between FSEs’ STARA awareness, job autonomy and proactive service performance and the moderating effects of self-efficacy and resilience on this relationship. Design/methodology/approach The authors administered two-wave online surveys to 301 South Korean FSEs working in various service sectors (e.g. retailing, food/beverage, hospitality/tourism and banking). The Time 1 survey measured respondents’ STARA awareness, self-efficacy, resilience and job autonomy, and the Time 2 survey assessed their proactive service performance. Findings FSEs’ STARA awareness negatively affected their subsequent proactive service performance through decreased job autonomy. The negative association between STARA awareness and job autonomy was weaker when FSEs’ self-efficacy was high than when it was low. While the authors observed no significant moderation of resilience, the author found a marginally significant three-way interaction between STARA awareness, self-efficacy and resilience. Specifically, STARA awareness was negatively related to job autonomy only when both self-efficacy and resilience were low. When either self-efficacy or resilience was high, the association between STARA awareness and job autonomy became nonsignificant, suggesting the buffering roles of the two personal resources. Research limitations/implications Given that the measurement of variables relied on self-reported data, rater biases might have affected the findings of the study. Moreover, the simultaneous measurement of STARA awareness, self-efficacy, resilience and job autonomy could preclude causal inferences between these variables. The authors encourage future studies to use a more rigorous methodology to reduce rater biases and establish stronger causality between the variables. Practical implications Service firms can decrease FSEs’ STARA awareness through training in the knowledge and skills necessary to work with these technologies. To promote FSEs’ proactive service performance in this context, service firms need to involve them in decisions related to STARA adoption and allow them to craft their jobs. Service managers should provide FSEs with social support and exercise empowering and supportive leadership to help them view STARA as a challenge rather than a threat. Originality/value Distinct from prior research on STARA awareness and employee outcomes, the study identified proactive service performance as a key outcome in the STARA context. By presenting self-efficacy and resilience as crucial personal resources that buffer FSEs from the deleterious impact of STARA awareness, the study provides practitioners with insights that can help FSEs maintain their job autonomy and proactive service performance in times of digitalization and automation.

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Customer courtesy and service performance: The roles of self‐efficacy and social context

Cited by 11 publications

References 89 publications

Examining the Impact of Fear of Negative Evaluation on Prosocial Behavior

Examining the Impact of Fear of Negative Evaluation on Prosocial Behavior

Factors Affecting Tourists’ Satisfactions in Night Markets: A Study of Ton Tann Green Market in Khon Kaen, Thailand

Service employees’ STARA awareness and proactive service performance

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