Abstract
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.
Similar content being viewed by others
References
Allport, G. W. 1961.Pattern and Growth in Personality. New York: Holt, Rinehart & Winston.
Baron, R. M. & Kenny, D. A. 1986. “The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations.”Journal of Personality and Social Psychology 51 (6): 1173–1182.
Barrick, M. R. and M. K. Mount. 1991. “The Big Five Personality Dimensions and Job Performance: A Meta-Analysis.”Personnel Psychology 44 (1): 1–27.
Black, K. R. 1994. “Personality Screening in Employment.”American Business Law Journal 32 (1): 69–124.
Block, J. 1995a. “A Contrarian View of the 5-Factor Approach to Personality Description.”Psychological Bulletin 117 (2): 187–216.
— 1995b. “Going Beyond the Five Factors Given: Rejoinder to Costa and McCrae (1995) and Goldberg and Saucier (1995).”Psychological Bulletin 117 (2): 226–230.
Briggs, S. R. 1989. “The Optimal Level of Measurement for Personality Constructs.” InPersonality Psychology: Recent Trends and Emerging Directions. Eds. D. M. Buss and M. C. Cantor. New York: Springer-Verlag, 201–209.
— 1992. “Assessing the 5-Factor Model of Personality Description.”Journal of Personality 60: 253–293.
Brown, S. P., W. L. Cron, and J. W. Slocum Jr. 1998. “Effects of Trait Competitiveness and Perceived Intraorganizational Competition on Saleperson Goal Setting and Performance.”Journal of Marketing 62 (October): 88–98.
Brown, T. J. and A. Kirmani. 1999. “The Influence of Preencounter Affect on Satisfaction With an Anxiety-Provoking Service Encounter.”Journal of Service Research 1 (May): 333–346.
—, J. C. Mowen, D. T. Donavan, and J. W. Licata. 2002. “The Customer Orientation of Service Workers: Personality Trait Influences on Self and Supervisor Performance Ratings.”Journal of Marketing Research 39 (February): 110–120.
Burisch, M. 1997. “Test Length and Validity Revisited.”European Journal of Personality 11: 303–315.
Buss, D. M. 1991. “Evolutionary Personality Psychology.”Annual Review of Psychology 42: 459–491.
Carver, C. S. and M. F. Scheier. 1990. “Origins and Functions of Positive and Negative Affect: A Control-Process View.”Psychological Review 97: 19–35.
Cohen, J. and P. Cohen. 1975.Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences Hillsdale, NJ: Lawrence Erlbaum.
Costa, P. T. and R. R. McCrae. 1992.Revised NEO Personality Inventory (NEO PI-R) and NEO 5-Factor Inventory (NEO FFI) Professional Manual. Odessa, FL: Psychological Assessment Resources.
Cran, D. J. 1994. “Towards Validation of the Service Orientation Construct.”The Services Industries Journal 14 (1): 34–45.
Day, D. V. and S. B. Silverman. 1989. “Personality and Job Performance: Evidence of Incremental Validity.”Personnel Psychology 42 (Spring): 25–36.
Equal Employment Opportunity Commission. 1978. “Adoption of Fair Agencies of Uniform Guidelines on Employee Selection Procedures.”Federal Register, Civil Service Commission, Department of Labor and Department of Justice, 38 (August): 290–338.
Goldberg, L. R. 1990. “An Alternative ‘Description of Personality’: The Big Five Factor Structure.”Journal of Personality and Social Psychology 59: 1216–1229.
— 1993. “The Structure of Phenotypic Personality Traits.”American Psychologist 487: 26–34.
Hair, J. F. Jr., R. E. Anderson, R. L. Tatham, and W. C. Black. 1995.Multivariate Data Analysis With Readings. Englewood Cliffs, NJ: Prentice Hall.
Harrington, D. and G. Akehurst. 2000. “An Empirical Study of Service Quality Implementation.”The Service Industries Journal 20 (2): 133–156.
Hunt, S. D. 1991.Modern Marketing Theory: Critical Issues in the Philosophy of Marketing Science. Cincinnati, OH: South-Western.
Hurley, R. F. 1998. “Service Disposition and Personality: A Review and a Classification Scheme for Understanding Where Service Disposition Has an Effect on Customers.”Advances in Services Marketing and Management 7: 159–191.
Judge, T. A., C. A. Higgins, C. J. Thoresen, and M. R. Barrick. 1999. “The Big Five Personality Traits, General Mental Ability, and Career Success Across the Life Span.”Personnel Psychology 52 (3): 621–644.
Kanungo, R. N. and S. Misra. 1992. “Managerial Resourcefulness: A Reconceptualization of Management Skills.”Human Relations 45 (12): 1311–1317.
Kohli, A., T. A. Shervani, and G. N. Challagalla. 1998. “Learning and Performance Orientation of Salespeople: The Role of Supervisors.”Journal of Marketing Research 35 (May): 263–274.
McAdams, D. P. 1992. “The 5-Factor Model of Personality: A Critical Appraisal.”Journal of Personality Assement 60: 329–361.
McCrae, R. R. and O. P. John 1992. “An Introduction to the 5-Factor Model and Its Applications.”Journal of Personality 60: 175–215.
Michaels R. E. and R. L. Day. 1985. “Measuring the Customer Orientation of Salespeople: A Replication With Industrial Buyers.”Journal of Marketing Research 22 (November): 443–446.
Mount, M. K., L. A. Witt, and M. R. Barrick. 2000. “Incremental Validity of Empirically Keyed Biodata Scales Over GMA and the Five Factor Personality Constructs.”Personnel Psychology 53: 299–323.
Mowen, J. C. 2000.The 3M Model of Motivation and Personality: Theory and Empirical Application to Consumer Behavior. Boston: Kluwer.
— and N. Spears. 1999. “A Hierarchical Model Approach to Understanding Compulsive Buying Among College Students.”Journal of Consumer Psychology 8 (4): 407–430.
Paunonen, S. V. 1998. “Hierarchical Organization of Personality and Prediction of Behavior.”Journal of Personality and Social Psychology 74 (2): 538–556.
Pedhazur, E. J. 1982.Multiple Regression in Behavioral Research. New York: CBS College Publishing.
Perez, J. C. 2002. “EDS Clients Should Monitor Service Quality.” Retrieved September 27, 2002, from NetworkWorldFusion Web site, http://www.nwfusion.com/news.
Raymark, P. H., M. J. Schmit, and R. M. Guion. 1997. “Identifying Potentially Useful Personality Constructs for Employee Selection.”Personnel Psychology 50 (3): 723–737.
Reichheld, F. F. and W. E. Sasser Jr. 1990. “Zero Defections: Quality Comes to Services.”Harvard Business Review, September–October, pp. 105–111.
Saucier, G. 1994. “Mini-Markers: A Brief Version of Goldberg's Unipolar Big Five Markers.”Journal of Personality Assessment 63 (3): 506–516.
Saxe, R. and B. A. Weitz. 1982. “The SOCO Scale: A Measure of the Customer Orientation of Salespeople.”Journal of Marketing Research 19 (August): 343–351.
Schmidt, F. L. K. Law, J. E. Hunter, H. R. Rothstein, K. Pearlman, and M. McDaniel. 1993. “Refinements in Validity Generalization Methods: Implications for the Situational Specificity Hypothesis.”Journal of Applied Psychology 78 (1): 3–12.
Schneider, B and D. E. Bowen. 1985. “Employee and Customer Perceptions of Service in Banks: Replication and Extension.”Journal of Applied Psychology 70: 423–433.
Siguaw, J. A., G. Brown, and R. E. Widing II. 1994. “The Influence of the Market Orientation of the Firm on Sales Force Behavior and Attitudes.”Journal of Marketing Research 31 (February): 106–116.
Sujan, H., B. A. Weitz, and N. Kumar. 1994. “Learning Orientation, Working Smart, and Effective Selling.”Journal of Marketing 58 (July): 39–52.
Tett, R. P., D. J. Jackson, and M. Rothstein. 1991. “Personality Measures as Predictors of Job Performance: A Meta-Analytic Review.”Personnel Psychology 44: 703–742.
Wilk, S. L., L. B. Desmarais, and P. R. Sackett. 1995. “Gravitation to Jobs Commensurate With Ability: Longitudinal and Cross-Sectional Tests.”Journal of Applied Psychology 80: 79–85.
Author information
Authors and Affiliations
Additional information
Jane W. Licata (jwlicata@sosu.edu) is an associate professor of marketing at Southeastern Oklahoma State University. She has published articles in theJournal of Public Policy and Marketing, theJournal of Marketing Research, and theJournal of Business Research.
John C. Mowen (jcmmkt@okstate.edu) is Regents Professor and holds the Noble Chair of Marketing Strategy at Oklahoma State University. He has published articles in numerous journals, including theJournal of the Academy of Marketing Sciences, theJournal of Marketing Research, theJournal of Marketing, Decisions Sciences, theJournal of Applied Psychology, and theJournal of Personality and Social Psychology.
Eric G. Harris (eharris@lklnd.usf.edu) is an assistant professor of marketing at the University of South Florida. He has published articles inPsychology & Marketing and theJournal of Marketing Management.
Tom J. Brown (tomb@okstate.edu) is an associate professor of marketing at Oklahoma State University. He has published in numerous journals, including theJournal of Marketing, theJournal of Marketing Research, and theJournal of Consumer Research.
Rights and permissions
About this article
Cite this article
Licata, J.W., Mowen, J.C., Harris, E.G. et al. On the trait antecedents and outcomes of service worker job resourcefulness: A hierarchical model approach. JAMS 31, 256–271 (2003). https://doi.org/10.1177/0092070303031003004
Issue Date:
DOI: https://doi.org/10.1177/0092070303031003004