Don't Give Me Just Positive Feedback: How Positive and Negative Feedback Can Increase Feedback-Based Goal Setting and Proactive Customer Service Behavior

dc.authorscopusid 6603205335
dc.authorscopusid 11238931400
dc.authorscopusid 55376513200
dc.authorscopusid 6601980161
dc.authorwosid Ang, Dionysius/HPG-6463-2023
dc.authorwosid Uray, Nimet/AAH-5395-2019
dc.contributor.author Menguc, Bulent
dc.contributor.author Mengüç, Bülent
dc.contributor.author Auh, Seigyoung
dc.contributor.author Uray, Nimet
dc.contributor.author Ang, Dionysius
dc.contributor.author Uray, Nimet
dc.contributor.other Business Administration
dc.date.accessioned 2024-10-15T19:40:59Z
dc.date.available 2024-10-15T19:40:59Z
dc.date.issued 2024
dc.department Kadir Has University en_US
dc.department-temp [Menguc, Bulent; Ang, Dionysius] Univ Leeds, Leeds Univ Business Sch, Dept Mkt, Leeds LS2 9JT, England; [Auh, Seigyoung] Arizona State Univ, Res Fac, Ctr Serv Leadership, Thunderbird Sch Global Management, 401 N 1st St Phoenix, Tempe, AZ 85004 USA; [Uray, Nimet] Kadir Has Univ, Dept Business Adm, Fac Econ Adm & Social Sci, Istanbul, Turkiye en_US
dc.description.abstract How can managers use positive and negative feedback to encourage employees' proactive customer service behavior (PCSB)? This question has significant implications because while companies utilize feedback for employee development, it remains unclear how different forms of manager feedback can improve or impair customer service. We synthesize the feedback, goal-setting, and proactive service behavior literature and propose a motivational driver-goal setting-goal striving-goal attainment (MG3) model to help unpack the feedback-PCSB link. Using time-wave survey data in Study 1, we find that feedback-based goal setting fully mediates the effect of positive (but not negative) feedback on PCSB. Using controlled experiments in Studies 2 and 3, we demonstrate that while positive feedback affects feedback-based goal setting through feedback utility, negative feedback does so via feedback accountability, revealing distinct mechanisms. Our research underscores the importance of distinguishing between feedback types when the goal is to foster PCSB. en_US
dc.description.woscitationindex Social Science Citation Index
dc.identifier.citationcount 0
dc.identifier.doi 10.1007/s11747-024-01032-x
dc.identifier.issn 0092-0703
dc.identifier.issn 1552-7824
dc.identifier.scopus 2-s2.0-85197718085
dc.identifier.scopusquality Q1
dc.identifier.uri https://doi.org/10.1007/s11747-024-01032-x
dc.identifier.uri https://hdl.handle.net/20.500.12469/6402
dc.identifier.wos WOS:001262873100001
dc.identifier.wosquality Q1
dc.language.iso en en_US
dc.publisher Springer en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/openAccess en_US
dc.scopus.citedbyCount 2
dc.subject Positive/negative feedback en_US
dc.subject Feedback utility en_US
dc.subject Feedback accountability en_US
dc.subject Feedback-based goal setting en_US
dc.subject Proactive customer service behavior en_US
dc.subject Initiative climate en_US
dc.title Don't Give Me Just Positive Feedback: How Positive and Negative Feedback Can Increase Feedback-Based Goal Setting and Proactive Customer Service Behavior en_US
dc.type Article en_US
dc.wos.citedbyCount 2
dspace.entity.type Publication
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