Task stressors, team reflexivity, and proactive customer service performance

ABSTRACT

This study integrates the transactional theory of stress with social media literature to produce novel theoretical insights into whether and how social media affordance affects the relationship between task stressors, team reflexivity, and team proactive customer service performance of teams working in the hotel industry. Empirical analysis on the data collected from 389 members of 85 service-related teams in China supports the hypothesized model of this study. Findings reveal that team task conflict and team task ambiguity are negatively related to proactive customer service performance and that these relationships are mediated by team reflexivity. Furthermore, social media affordance mitigates the direct and indirect negative effects of team task conflict and team task ambiguity on proactive customer service performance via team reflexivity. Theoretical contributions, practical implications, and limitations of this study are discussed in the later section.

摘要

本研究将压力交易理论与社交媒体文献相结合探讨社交媒体可供性是否以及如何影响酒店行业团队的任务压力源、团队自反性和团队主动性顾客服务绩效之间的关系，提出新的理论见解。本文对来自中国85个服务相关团队的389名成员的数据进行实证分析，结果支持本研究的假设模型。研究结果表明，团队任务冲突和团队任务模糊与主动性顾客服务绩效呈负相关，且这些关系由团队自反性中介。此外，社交媒体可供性通过团队自反性缓解了团队任务冲突和团队任务模糊对主动性顾客服务绩效的直接和间接负面影响。本研究的理论贡献、实践启示和局限性在后面的章节中进行了讨论。

KEYWORDS:

• Task stressor
• team reflexivity
• social media affordance
• proactive customer service performance

关键词:

• 任务压力源
• 团队自反性
• 社交媒体可供性
• 主动性顾客服务绩效

Disclosure statement

No potential conflict of interest was reported by the author(s).