Improving internal service: identifying the roles of employee proficiency, adaptivity and proactivity
Journal of Organizational Effectiveness: People and Performance
ISSN: 2051-6614
Article publication date: 9 August 2021
Issue publication date: 1 February 2022
Abstract
Purpose
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/approach
Managers 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).
Findings
Employee 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 implications
In 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/value
The authors identified the types of employee behaviors that are likely to be most effective in impacting different aspects of internal service.
Keywords
Acknowledgements
Funding: This research was supported, in part, by the Research Incentive Fund at Zayed University.
Citation
Martin, S., Klimoski, R. and Henderson, A. (2022), "Improving internal service: identifying the roles of employee proficiency, adaptivity and proactivity", Journal of Organizational Effectiveness: People and Performance, Vol. 9 No. 1, pp. 50-67. https://doi.org/10.1108/JOEPP-09-2020-0178
Publisher
:Emerald Publishing Limited
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