This project focuses on an empirical assessment of antecedents and outcomes of proactive customer service behavior. The theoretical model suggests that HRM practices, organizational climate and employee characteristics predict proactive customer service behavior, and that proactivity is positively associated with customer satisfaction. The empirical study will lead to the identification of approaches for stimulating proactive customer service behavior and lay the groundwork for practical recommendations aimed at the Swiss hospitality industry.

September 2010 – April 2012
Economic partners: The Rezidor Hotel Group et Swissôtel Hotels & Resorts
Financial partner: HES-SO

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