Proactive Customer Care

Proactive Customer Care is a strategic service framework within guest retention strategies that systematically anticipates, identifies, and addresses customer needs or potential issues prior to their occurrence, thereby enhancing loyalty through preemptive engagement rather than reactive response.

Publications

1.1K

Citations

Authors

Institutions

Publications per year

2017–2026

Parents

Guest Retention Strategies

Publications

Proactive customer orientation and its role for creating customer value in global markets

Christopher P. Blocker, Daniel J. Flint, Matthew Myers et al. · Journal of the Academy of Marketing Science · 2010 · 386 citations

Business, Marketing, Marketing Management +16

Workplace ostracism and proactive customer service performance: A conservation of resources perspective

Hong Zhu, Yijing Lyu, Xincai Deng et al. · International Journal of Hospitality Management · 2017 · 166 citations

Management, Human Resource Management, Organizational Behavior +10

Sexual harassment and proactive customer service performance: The roles of job engagement and sensitivity to interpersonal mistreatment

Li Yan, Mengyuan Chen, Yijing Lyu et al. · International Journal of Hospitality Management · 2016 · 112 citations

Management, Organizational Behavior, Social Psychology +16

Once more, with feeling: Empathy and technology in customer care

G. Anthony Gorry, Robert A. Westbrook · Business Horizons · 2010 · 76 citations

Business, Marketing, Marketing Management +11

Family ostracism and proactive customer service performance: An explanation from conservation of resources theory

Yijiao Ye, Hong Zhu, Yuanyi Chen et al. · Asia Pacific Journal of Management · 2019 · 74 citations · Full text

Business, Marketing, Marketing Management +10

1–5 of 13

Authors

YL
Yijing Lyu
Xiamen University, China
3 publications · 352 citations
3
h-index
HZ
Hong Zhu
Peking University, China
2 publications · 240 citations
2
h-index
YY
Yijiao Ye
Xiamen University, China
2 publications · 240 citations
2
h-index
GM
Godson Michael D’silva
Tumkur University, India
1 publications · 52 citations
1
h-index
CL
Chenxi Liao
The University of Texas at Dallas, United States
1 publications · 37 citations
1
h-index

1–5 of 33

Institutions

1–8 of 25

Venues

International Journal of Hospitality Management
2 publications · 278 citations
2
h-index
Manufacturing & Service Operations Management
1 publications · 55 citations
1
h-index
Journal of Financial Services Marketing
1 publications · 30 citations
1
h-index
Discourse Context & Media
1 publications · 20 citations
1
h-index
Marketing Science
1 publications · 37 citations
1
h-index

1–5