When and why does proactive personality inhibit corner-cutting behaviors: A moderated mediation model of customer orientation and productivity climate. (15th February 2021)

• Record Type: Journal Article
• Authors: Yan, Hongmin; Hu, Xiaowen; Wu, Chia-Huei
• Is Part Of: Personality and individual differences. Volume 170(2021)
• Publication Date: 2021-02-15
• Subjects: Corner-cutting behavior -- Proactive personality -- Customer orientation -- Productivity climate; Personality -- Periodicals; Individuality -- Periodicals; Individuality -- Periodicals; Personality Development -- Periodicals; Personnalité -- Périodiques; Individualité -- Périodiques; 155.205
• DOI: 10.1016/j.paid.2020.110443
• Languages: English
• ISSNs: 0191-8869

Abstract

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.