The extent to which personality traits predict service orientation
The purpose of this study was to utilize biodata instruments to measure personality traits in an attempt to determine the extent to which the Big Five personality factors are correlated to an individual's service orientation. Previous studies on biodata instruments have proven that there are personality factors that are related to service orientation, however, they did not use the Big Five categorization of traits. This study collected the responses of applicants for a financial customer service position in the Midwest on a biodata questionnaire, and assigned each respondent a service orientation rating determined by a mock interaction with a customer. The items in the questionnaire were then categorized into Big Five factors and were correlated to the service orientation score. This study found that the Big Five personality factors explain 22 % of the variance in service orientation, with agreeableness, surgency, and conscientiousness explaining 21.8% of the variance in Service Orientation. The ramifications of the finding are discussed, along with areas of future research and the implications for human resource professionals.
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Bachelor of Science (B.S.)
College of Business Administration
Business Administration -- Dissertations, Academic;Dissertations, Academic -- Business Administration;Customer services -- Psychological aspects;Performance -- Psychological aspects;Personality
Length of Campus-only Access
Honors in the Major Thesis
Schwarz, Colleen, "The extent to which personality traits predict service orientation" (1999). HIM 1990-2015. 171.