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Improving internal service: identifying the roles of employee proficiency, adaptivity and proactivity

Improving internal service: identifying the roles of employee proficiency, adaptivity and... The purpose of this study was to determine the roles of employee proficiency, adaptivity and proactivity in predicting different aspects of internal service.Design/methodology/approachManagers evaluated 142 professional employees on proficiency, adaptivity and proactivity and about six weeks later 2–3 internal customers evaluated each of the employees on dimensions of internal service, namely reliability (i.e. performing dependably and accurately), assurance (i.e. knowledge, courtesy, and the ability to inspire trust and confidence), responsiveness (i.e. willingness to help customers and provide prompt service) and empathy (i.e. caring and providing individualized attention).FindingsEmployee proficiency and proactivity were the main predictors of delivering reliable services. Employee proficiency was the main predictor for creating a sense of assurance. Employee adaptivity was the main predictor of being viewed as responsive. Employee proactivity was the main predictor for establishing a sense of empathy.Practical implicationsIn a given situation, some aspects of internal service will be more important than others. The results will enable organizations to improve internal service in a more effective and efficient manner by developing interventions that are targeted at the specific dimension of interest.Originality/valueThe authors identified the types of employee behaviors that are likely to be most effective in impacting different aspects of internal service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Organizational Effectiveness: People and Performance Emerald Publishing

Improving internal service: identifying the roles of employee proficiency, adaptivity and proactivity

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2051-6614
DOI
10.1108/joepp-09-2020-0178
Publisher site
See Article on Publisher Site

Abstract

The purpose of this study was to determine the roles of employee proficiency, adaptivity and proactivity in predicting different aspects of internal service.Design/methodology/approachManagers evaluated 142 professional employees on proficiency, adaptivity and proactivity and about six weeks later 2–3 internal customers evaluated each of the employees on dimensions of internal service, namely reliability (i.e. performing dependably and accurately), assurance (i.e. knowledge, courtesy, and the ability to inspire trust and confidence), responsiveness (i.e. willingness to help customers and provide prompt service) and empathy (i.e. caring and providing individualized attention).FindingsEmployee proficiency and proactivity were the main predictors of delivering reliable services. Employee proficiency was the main predictor for creating a sense of assurance. Employee adaptivity was the main predictor of being viewed as responsive. Employee proactivity was the main predictor for establishing a sense of empathy.Practical implicationsIn a given situation, some aspects of internal service will be more important than others. The results will enable organizations to improve internal service in a more effective and efficient manner by developing interventions that are targeted at the specific dimension of interest.Originality/valueThe authors identified the types of employee behaviors that are likely to be most effective in impacting different aspects of internal service.

Journal

Journal of Organizational Effectiveness: People and PerformanceEmerald Publishing

Published: Feb 1, 2022

Keywords: Internal service; Internal support; Performance dimensions; Service dimensions

References