How goal interdependence affects observers’ reactions to proactive customer service performance

What is it about?

Employees who go beyond their formal duties to help customers can inspire their coworkers, but they can also make them feel threatened. Our studies show that coworkers tend to see such behavior as a challenge when their goals are cooperative, but as a threat when their goals are competitive, leading to learning or undermining.

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Photo by Cova Software on Unsplash

Photo by Cova Software on Unsplash