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 supervisorrated 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.

Implementation of the marketing concept in service firms is accomplished through individual service employees and their interactions with customers. Although prior research has established a link between service-worker customer orientation and performance outcomes, little research has addressed other potentially important outcomes of customer orientation. Drawing from the literature on person-situation interaction and fit theory, the authors develop and test a model that explains how service-worker customer orientation affects several important job responses, including perceived job fit, job satisfaction, commitment to the firm, and organizational citizenship behaviors. Across three field studies in two distinct services industries, the results indicate that the positive influence of customer orientation on certain job responses is stronger for service workers who spend more time in direct contact with customers than for workers who spend less time with customers. The authors discuss the implications of the results for services marketing managers and researchers.

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Borrowing from Allport (1961), we propose a hierarchical approach in which cardinal psychological traits predict central traits, which in turn predict surface traits. The hierarchical perspective was employed to investigate the surface trait of compulsive buying among college students—a growing problem at U.S. universities. In Study 1, traits from the Five‐Factor Model of personality were employed as cardinal traits, the needs for arousal and for materialism were employed as central traits, and compulsive buying was the dependent variable. Structural equation modeling was employed to find the best fitting model, which accounted for 19% of the variance in compulsive buying. In Study 2, this model was confirmed and accounted for 28% of the variance in compulsive buying. Implications for theory and for understanding compulsive buying are identified.

The findings from this study have important implications for how educational and marketing efforts should be developed for individuals who are differentially prone toward saving.

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.

We investigated the antecedents of volunteer behavior within a hierarchical model of motivation and personality. In Study 1, we developed measures of altruism and volunteer orientation and combined them with three additional traits to predict a set of volunteer behaviors. In Studies 2 and 3, we added six functional motives for volunteering identified by Clary et al. (1998) to the model. Across the 3 studies, the traits of altruism, the need for activity, and the need for learning were consistent predictors of volunteer orientation. In Studies 2 and 3, the measure of volunteer orientation was a significant predictor of the functional motives and of volunteer behaviors. Furthermore, the motive to help others was positively related to volunteering behaviors, and the motive of self-enhancement was negatively related to them. Overall, the results support the proposal that functional motives act like motivated reasons for acting and reside at the surface level in a hierarchical model of personality.

This empirical study evaluated the moderating effects of unit customer orientation (CO) climate and climate strength on the relationship between service workers' level of CO and their performance of customer-oriented behaviors (COBs). In addition, the study examined whether aggregate COB performance influences unit profitability. Building on multisource, multilevel data, the study's results suggest that the influence of employee CO on employee COB performance is positive when the unit's CO climate is relatively high and that the constructs are unrelated when unit CO climate is relatively low. In addition, the data reveal that unit COB performance influences unit profitability by enhancing revenues without a concomitant increase in costs. The study's results underscore the theoretical importance of considering cross-level influencers of employee-level relationships and suggest that managers should focus on creating a climate that is supportive of COBs if their units are to profit from the recruitment, hiring, and retention of customer-oriented employees.