Manager personality, manager service quality orientation, and service climate: Test of a model

    Authors

    A. N. Salvaggio; B. Schneider; L. H. Nishii; D. M. Mayer; A. Ramesh;J. S. Lyon

    Comments

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    Abbreviated Journal Title

    J. Appl. Psychol.

    Keywords

    service climate; core self-evaluations; personality; CORE SELF-EVALUATIONS; JOB-PERFORMANCE; LIFE SATISFACTION; RESPONSE; BIAS; BIG 5; BEHAVIOR; SAFETY; LEVEL; PERCEPTIONS; RELIABILITY; Psychology, Applied; Management

    Abstract

    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.

    Journal Title

    Journal of Applied Psychology

    Volume

    92

    Issue/Number

    6

    Publication Date

    1-1-2007

    Document Type

    Article; Proceedings Paper

    Language

    English

    First Page

    1741

    Last Page

    1750

    WOS Identifier

    WOS:000250885400021

    ISSN

    0021-9010

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