The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings

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書誌事項

公開日
2002-02
権利情報
  • https://journals.sagepub.com/page/policies/text-and-data-mining-license
DOI
  • 10.1509/jmkr.39.1.110.18928
公開者
SAGE Publications

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説明

<jats:p> Prior research indicates that market orientation is associated with positive outcomes for firms. For service organizations, a market orientation is implemented largely through individual service workers. The authors investigate the mediational role of customer orientation in a hierarchical model of the influence of personality traits on self-rated and supervisor-rated performance. The results support a partially mediated hierarchical model. Three basic personality traits (emotional stability, agreeability, and the need for activity) account for 39% of the variance in the customer orientation of employees. In turn, the customer orientation measure and conscientiousness account for 26% of the variance in self-rated performance. The customer orientation measure, along with the direct effects of conscientiousness and agreeability, account for 12% of the variance in manager ratings. The authors discuss the results and their implications for marketing researchers and managers. </jats:p>

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