Table 1 Reliability and validity of the constructs.

Proactive personality

0.94

0.93

0.69

If I see something I don’t like, I fix it.

0.78

No matter what the odds, if I believe in something, I will make it happen.

0.85

I love being a champion for my ideas, even against others’ opposition.

0.82

I excel at identifying opportunities.

0.86

I am always looking for better ways to do things.

0.84

If I believe in an idea, no obstacle will prevent me from making it happen.

0.83

Service failure recovery climate

0.92

0.93

0.69

In this chain store, employees are provided with the necessary training to respond promptly to service failure.

0.80

In this chain store, employees are empowered to take action to satisfy patients after a service failure.

0.80

In this chain store, employees are equipped with the necessary resources to address customers’ complaints after a service failure.

0.83

In this chain store, employees have rules and guidelines in place on how to respond effectively after a service failure.

0.86

In this chain store, employees are rewarded and recognized for dealing with service failure in a way that restores service quality.

0.85

In this chain store, employees are expected to recover from a service failure that reassures the trust of customers.

0.84

Meaningful work

0.90

0.86

0.55

The work I do on this job is very important.

0.68

To me. My job activities are personally meaningful.

0.79

To me. The work I do on this job is worthwhile.

0.79

The work I do on this job is meaningful to me.

0.73

I feel that the work I do on my job is valuable.

0.73

Work engagement

0.94

0.92

0.57

At my work, I feel bursting with energy.

0.81

I get carried away when I am working.

0.82

When I get up in the morning, I feel like going to work.

0.80

I am immersed in my work.

0.82

I am enthusiastic about my job.

0.76

My job inspires me.

0.52

I feel happy when I am working intensely.

0.75

At my job, I feel strong and vigorous.

0.77

I am proud of the work that I do.

0.70

Proactive customer-service performance

0.87

0.85

0.50

This employee proactively shares information with customers to meet their financial needs.

0.64

This employee anticipates issues or needs customers might have and proactively develops solutions.

0.69

This employee uses own judgment and understanding of risk to determine when to make exceptions or improvise solutions.

0.72

This employee takes ownership by following through with the customer interaction and ensures a smooth transition to other service employees.

0.72

This employee takes the initiative to communicate client requirements to other service areas and collaborates in implementing solutions.

0.68

This employee proactively checks with customers to verify that customer expectations have been met or exceeded.

0.79