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.Standardization only describes the service interactions, and it is descriptive and objective. In contrast, autonomy taps on all types of interactions of the job, including interactions with coworkers and supervisors. In addition to objective ... Customized interactions, on the other hand, require service employees to obtain information from the customer through inquiry, presentation, and comparison. Thus, theanbsp;...
|Title||:||The Investigation of Personality States and Situational Characteristics in Customer Service Jobs|
|Publisher||:||ProQuest - 2009|