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On the trait atecedents and outcomes of service worker job resourcefulness: a hierarchical model approach

Mowen, John C. - ; Brown, Tom J. - ; Licata, Jane W. - ; Harris, Eric G. - ;

In a series of three studies, a four-level hierarchical model of personality was employed to identify the antecedents and three validating criteria of a newly developed trait labeled job resourcefulness (JR). JR is defined as an enduring disposition to garner scarce resources and overcome obstacles in pursuit of job-related goals. Across three service contexts, JR was shown to predict customer orientation, self-rated performance, and supervisor-rated performance. The results also revealed that the hierarchical model accounted for more variance in performance ratings than one version of the 5-Factor-Model of personality. Results are discussed in terms of their implications for selecting high-performing service employees..Printed Journal


Ketersediaan

Call NumberLocationAvailable
PSB lt.dasar - Pascasarjana1
Penerbit: Academy of Marketing Science
Edisi-
SubjekPerformance appraisal
Service industries
Personality
Customer Satisfaction
studies
Job requirements
ISBN/ISSN920703
Klasifikasi-
Deskripsi Fisik-
Info Detail Spesifik-
Other Version/RelatedTidak tersedia versi lain
Lampiran BerkasTidak Ada Data

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