Manager personality, manager service quality orientation, and service climate: Test of a model.

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.

Store managers – the seismographs in shopping centres

“…Previous research also fails to adequately consider the potential of store managers to provide decision support to both their retail organisation and to those responsible for the management of the shopping centre. This lack of consideration exists despite store managers' important role as the interface between retail operations, the shopping centre and related operations and the customers, and despite the knowledge -both tacit and explicit -that such a role can generate (Salvaggio et al, 2007;Arnold et al, 2009;Netemeyer et al, 2010).…”

“…They are the people most likely to understand the customers' specialised language and to be able to translate their perceptions and behaviour for the benefit of the retail and shopping centre organisations (Salvaggio et al, 2007). For example, they are able to interpret, reflect on and provide feedback on customers' assessments of collaborative marketing schemes between the retail tenants and the shopping centre, or about infrastructural changes to the centre undertaken by the shopping centre's management (Konopa and Zallocco, 1981).…”

“…Consequently, they help to improve the shopping environment. Through their constant presence and representation of the retail organisation, as well as the centre, store managers possess information on and knowledge of customers that is relevant for more strategic decision making as well as for retail service delivery (Salvaggio et al, 2007;Arnold et al, 2009;Netemeyer et al, 2010).…”

Mediating Role of Psychosocial Factors on the Relationship between Downsizing and Employees’ Commitment to Work among Federal Civil Servants in Nigeria

“…Employees' personality has been found to be consistent with specific work behaviour after a major organizational change (Guttman, 1973). A considerable volume of researches (Strauser, 1995;Strauser, Waldrop, Hamsley & Jenkins, 1998;Judge & Hurst, 2007;Best, Stapleton & Downney, 2005;Bono & Colbert, 2005;Salvaggio, Schneider, Nishii, Mayer, Ramesh & Lyon, 2007) on the role of self-concept in occupational development can attest to the above assertion.…”

The effects of personal values on service climate and service delivery in the hospitality industry

“…In this regard, an extant literature suggests that organisations are able to facilitate employee service attitudes and behaviours by promoting an organisational environment, which makes it explicit to the employees about 'what the organisation expects and that it supports and rewards them in relation to the customer services' (Salvaggio et al, 2007). In this regard, a myriad of literature suggests the concept of service climate that describes a cognitively stimulating environment that facilitates employee delivery of quality service to customers (Schneider, Gunnarson, & Niles-Jolly, 1994).…”