Task stressors, team reflexivity, and proactive customer service performance

Abstract

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.