Researchers have demonstrated that personality measures can predict important organizational criteria such as job performance and training effectiveness. However, the process by which personality factors are expressed at work is unknown. Using experience sampling methodology, the present study examined the moment-to-moment influence of situational characteristics on personality states during social interactions in 56 customer service employees over 10 days at work. The results indicate that state conscientiousness is associated with the immediacy of the task whereas state extraversion, agreeableness, conscientiousness and openness are associated with the friendliness of the other party in the interaction. The results suggest that self-monitoring and social skill do not relate to the associations between personality states and situational characteristics, but rather predict the mean level of state conscientiousness and extraversion at work over and above respective trait measures. The results also indicate that, contrary to the hypothesis, the relationship between state extraversion and friendliness is weaker in customized service jobs than in noncustomized ones. The findings are discussed in terms of study limitations and directions for future research.Because there is no self-report measure of customer service standardization in the literature, eight items were created to ... interactions at work: one with a customer, one with the supervisor, and one with a colleague. After description of each interaction, the participants filled out the pilot situational characteristics items.
|Title||:||The Investigation of Personality States and Situational Characteristics in Customer Service Jobs|
|Publisher||:||ProQuest - 2009|