search query: @indexterm SERVICE MARKETING / total: 230
reference: 19 / 230
| Author: | Licata, J. W. |
| Title: | On the Trait Antecedents and Outcomes of Service Worker Job Resourcefulness: A Hierarchical Model Approach |
| Journal: | Journal of the Academy of Marketing Science
2003 : SUMMER, VOL. 31:3, p. 256-271 |
| Index terms: | SERVICE MARKETING JOB PERFORMANCE MODELS |
| Language: | eng |
| Abstract: | 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. |
SCIMA