Journal of the Academy of Marketing Science

, Volume 31, Issue 3, pp 256–271 | Cite as

On the trait antecedents and outcomes of service worker job resourcefulness: A hierarchical model approach

  • Jane W. Licata
  • John C. Mowen
  • Eric G. Harris
  • Tom J. Brown


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 labeledjob 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.

Key words

services marketing job performance traits 


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Copyright information

© Academy of Marketing Science 2003

Authors and Affiliations

  • Jane W. Licata
    • 1
  • John C. Mowen
    • 2
  • Eric G. Harris
    • 3
  • Tom J. Brown
    • 2
  1. 1.Southeastern Oklahoma State UniversityUSA
  2. 2.Oklahoma State UniversityUSA
  3. 3.University of South FloridaLakeland

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