Title

Manager Personality, Manager Service Quality Orientation, And Service Climate: Test Of A Model

Keywords

core self-evaluations; personality; service climate

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. © 2007 American Psychological Association.

Publication Date

11-1-2007

Publication Title

Journal of Applied Psychology

Volume

92

Issue

6

Number of Pages

1741-1750

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1037/0021-9010.92.6.1741

Socpus ID

36348953816 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/36348953816

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