Journal of Applied Psychology · 2007 · 109 citations · 65 references
ManagementOrganizational BehaviorPsychologyCustomer Relationship ManagementPersonality PsychologyRestaurant ManagementCustomer Service ManagementOrganizational ClimatePersonality TraitsService OrientationService QualityTrait TheoryBig Five Personality ModelClimate For Customer OrientationCore Self-evaluationsCustomer Service ClimateCustomer Service OrientationEmployee Service PerformanceGrocery ShoppingPerceived Service Quality
This article conceptually and empirically explores the relationships among manager personality, manager service quality orientation, and climate for customer service. Data were collected from 1,486 employees and 145 managers in grocery store departments (N = 145) to test the authors' theoretical model. Largely consistent with hypotheses, results revealed that core self-evaluations were positively related to managers' service quality orientation, even after dimensions of the Big Five model of personality were controlled, and that service quality orientation fully mediated the relationship between personality and global service climate. Implications for personality and organizational climate research are discussed.
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Personality Structure: Emergence of the Five-Factor Model
John M. Digman · Annual Review of Psychology · 1990 · 6.5K citations