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Keywords = mission valence

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18 pages, 720 KB  
Article
Two-Way Efforts Between the Organization and Employees: Impact Mechanism of a High-Commitment Human Resource System on Proactive Customer Service Performance
by Dexia Zang and Boyi Lyu
Behav. Sci. 2025, 15(3), 321; https://doi.org/10.3390/bs15030321 - 6 Mar 2025
Viewed by 1696
Abstract
Service quality forms the foundation of customer experience value and is a key competitive edge for service-oriented organizations. In response to increasingly diverse service demands, proactive customer service performance (PCSP), which can improve service experience, has captured the attention of researchers and managers. [...] Read more.
Service quality forms the foundation of customer experience value and is a key competitive edge for service-oriented organizations. In response to increasingly diverse service demands, proactive customer service performance (PCSP), which can improve service experience, has captured the attention of researchers and managers. While research on factors influencing PCSP is plentiful, there is a noticeable gap in discussions around organizational-level factors, especially concerning a high-commitment human resource system (HCHRS) designed to enhance positive relationships between organizations and employees. This study collected data from frontline service employees in China and their managers through a questionnaire survey grounded in self-determination theory (SDT), conservation of resources theory (COR), and social exchange theory (SET) and used hierarchical multiple regression and a mediation effect test to investigate the impact mechanism of the HCHRS on PCSP. This study reveals that the HCHRS directly influences PCSP and positively impacts it by bolstering mission valence (MV) and work meaning (WM). Furthermore, MV and WM serve as serial mediators of the process through which HCHRS affects PCSP. This study enriches research on the antecedent mechanisms of PCSP and offers valuable insights for management practices. Full article
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20 pages, 662 KB  
Article
The Influence of Mission Valence on Faculty’s Voice Behavior: The Role of Thriving at Work and Servant Leadership
by Xi Liu, Zhixia Chen and Mei Sun
Behav. Sci. 2024, 14(12), 1214; https://doi.org/10.3390/bs14121214 - 18 Dec 2024
Cited by 1 | Viewed by 1390
Abstract
Faculty’s voice behavior is crucial in promoting institutional reform and sustainable development in higher education institutions. However, there is still significant room for exploration regarding how to effectively stimulate such behavior among faculty. This study, based on data collected from 630 Chinese university [...] Read more.
Faculty’s voice behavior is crucial in promoting institutional reform and sustainable development in higher education institutions. However, there is still significant room for exploration regarding how to effectively stimulate such behavior among faculty. This study, based on data collected from 630 Chinese university faculty, investigates the conditions under which mission valence can promote voice behavior in higher education settings. The study involved constructing a moderated mediation model, with thriving at work as the mediator and servant leadership as the moderator, to explore the relationship between mission valence and faculty’s voice behavior. The results reveal that mission valence has a significant positive impact on faculty’s voice behavior in higher education and indirectly promotes such behavior through the mediating role of thriving at work. Furthermore, it was found that servant leadership plays a significant moderating role in the relationship between thriving at work and faculty’s voice behavior, enhancing the overall mediation mechanism. This study extends our understanding of the relationship between mission valence and faculty’s voice behavior in the context of Chinese higher education and provides practical insights into strategies for promoting faculty’s voice behavior. Full article
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