The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings
Abstract
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.
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Cites
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Block, J. (1995) · Psychological Bulletin · doi:10.1037/0033-2909.117.2.187 · Cited by 1,682
Lichtenstein, D. R., Netemeyer, R. G., & Burton, S. (1990) · Journal of Marketing · doi:10.1177/002224299005400305 · Cited by 1,054
Evolutionary Personality Psychology
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Cited by
Cross-Sectional versus longitudinal survey research: concepts, findings, and guidelines
Rindfleisch, A., Malter, A. J., Ganesan, S., & Moorman, C. (2008) · Journal of Marketing Research · doi:10.1509/jmkr.45.3.261 · Cited by 1,305
Customer-based corporate reputation of a service firm: scale development and validation
Walsh, G., & Beatty, S. E. (2007) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0015-7 · Cited by 899
Judge, T. A., & Zapata, C. P. (2015) · Academy of Management Journal · doi:10.5465/amj.2010.0837 · Cited by 738
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009) · Academy of Management Journal · doi:10.5465/amj.2009.44634116 · Cited by 580
Servicescape and loyalty intentions: an empirical investigation
Harris, L. C., & Ezeh, C. (2008) · European Journal of Marketing · doi:10.1108/03090560810852995 · Cited by 361
Metadata
- Authors
- Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 2002-02
- Volume
- 39
- Issue
- 1
- Pages
- 110-119
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W1980470076
- Cited by
- 1,090
- References
- 4
- FWCI
- 35.71
- Type
- journal article
- Language
- en
- Open access
- closed
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- Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings. Journal of Marketing Research. https://doi.org/10.1509/jmkr.39.1.110.18928
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