When and why does proactive personality inhibit corner-cutting behaviors: A moderated mediation model of customer orientation and productivity climate

Hongmin Yan; Xiaowen Hu; Chia Huei Wu

doi:10.1016/j.paid.2020.110443

When and why does proactive personality inhibit corner-cutting behaviors: A moderated mediation model of customer orientation and productivity climate

Hongmin Yan^*, Xiaowen Hu, Chia Huei Wu

^*Corresponding author for this work

Human Resource Management

Research output: Contribution to journal › Article › peer-review

4 Citations (Scopus)

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Abstract

This study extends prior research by examining when and why proactive employees are less likely to engage in corner-cutting behaviors. We proposed that proactive personality is negatively related to corner-cutting behaviors via customer orientation, and productivity climate further enhances this negative effect. In Study 1, data collected using a two-wave panel survey from 191 working adults with customer-facing roles from the United Kingdom and the United States supported the hypotheses. Results were replicated in Study 2, using a multi-wave field survey of 209 frontline service employees from restaurants in China. The findings imply that to mitigate the occurrence of corner-cutting behaviors, organizations can screen job applicants based on their traits (i.e., proactive personality) and promote service employees' customer orientation.

Original language	English
Article number	110443
Journal	Personality and Individual Differences
Volume	170
Early online date	16 Oct 2020
DOIs	https://doi.org/10.1016/j.paid.2020.110443
Publication status	Published - 15 Feb 2021

Keywords

Corner-cutting behavior
Customer orientation
Proactive personality
Productivity climate

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10.1016/j.paid.2020.110443

When and why does_Yan_publishedonline16October2020_Green_AAMAccepted author manuscript, 183 KBLicence: CC BY-NC-ND

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title = "When and why does proactive personality inhibit corner-cutting behaviors: A moderated mediation model of customer orientation and productivity climate",

abstract = "This study extends prior research by examining when and why proactive employees are less likely to engage in corner-cutting behaviors. We proposed that proactive personality is negatively related to corner-cutting behaviors via customer orientation, and productivity climate further enhances this negative effect. In Study 1, data collected using a two-wave panel survey from 191 working adults with customer-facing roles from the United Kingdom and the United States supported the hypotheses. Results were replicated in Study 2, using a multi-wave field survey of 209 frontline service employees from restaurants in China. The findings imply that to mitigate the occurrence of corner-cutting behaviors, organizations can screen job applicants based on their traits (i.e., proactive personality) and promote service employees' customer orientation.",

keywords = "Corner-cutting behavior, Customer orientation, Proactive personality, Productivity climate",

author = "Hongmin Yan and Xiaowen Hu and Wu, {Chia Huei}",

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AU - Hu, Xiaowen

AU - Wu, Chia Huei

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Y1 - 2021/2/15

N2 - This study extends prior research by examining when and why proactive employees are less likely to engage in corner-cutting behaviors. We proposed that proactive personality is negatively related to corner-cutting behaviors via customer orientation, and productivity climate further enhances this negative effect. In Study 1, data collected using a two-wave panel survey from 191 working adults with customer-facing roles from the United Kingdom and the United States supported the hypotheses. Results were replicated in Study 2, using a multi-wave field survey of 209 frontline service employees from restaurants in China. The findings imply that to mitigate the occurrence of corner-cutting behaviors, organizations can screen job applicants based on their traits (i.e., proactive personality) and promote service employees' customer orientation.

AB - This study extends prior research by examining when and why proactive employees are less likely to engage in corner-cutting behaviors. We proposed that proactive personality is negatively related to corner-cutting behaviors via customer orientation, and productivity climate further enhances this negative effect. In Study 1, data collected using a two-wave panel survey from 191 working adults with customer-facing roles from the United Kingdom and the United States supported the hypotheses. Results were replicated in Study 2, using a multi-wave field survey of 209 frontline service employees from restaurants in China. The findings imply that to mitigate the occurrence of corner-cutting behaviors, organizations can screen job applicants based on their traits (i.e., proactive personality) and promote service employees' customer orientation.

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When and why does proactive personality inhibit corner-cutting behaviors: A moderated mediation model of customer orientation and productivity climate

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