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<p>This study examines how workforce diversity management impacts employees’ proactive customer service performance. Drawing on social information processing theory, we explored how and when workforce diversity management promotes proactive customer service performance through psychological safety and psychological empowerment. The results of a three-wave, two-source survey consisting of 304 employee-supervisor pairs revealed that workforce diversity management exerts a direct positive influence on proactive customer service performance, with psychological safety and psychological empowerment serving as mediators, while proactive personality strengthens the direct impact of workforce diversity management on psychological empowerment. Furthermore, proactive personality moderates both the indirect effect of workforce diversity on proactive customer service performance via psychological empowerment. Finally, the contributions and limitations are covered.</p>

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How and when diversity management promotes proactive customer service performance: the roles of psychological safety, psychological empowerment, and proactive personality

  • 期刊论文

  • 发表日期：

    2026年1月28日

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  • Belachew Kassahun Ayele,
  • Wenbing Wu,
  • Chong Chen,
  • Zhiwen Su,
  • Mingyu Zhang

摘要

This study examines how workforce diversity management impacts employees’ proactive customer service performance. Drawing on social information processing theory, we explored how and when workforce diversity management promotes proactive customer service performance through psychological safety and psychological empowerment. The results of a three-wave, two-source survey consisting of 304 employee-supervisor pairs revealed that workforce diversity management exerts a direct positive influence on proactive customer service performance, with psychological safety and psychological empowerment serving as mediators, while proactive personality strengthens the direct impact of workforce diversity management on psychological empowerment. Furthermore, proactive personality moderates both the indirect effect of workforce diversity on proactive customer service performance via psychological empowerment. Finally, the contributions and limitations are covered.