Measuring Customer Service Orientation Using a Measure of Interpersonal Skills

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Author

Bradley Alge

Tech report number

CERIAS TR 2002-50

Entry type

article

Abstract

Organizations are placing increased emphasis on identifying individuals with customer service orientation. In the present investigation we test whether interpersonal skills, as measured through Holland and Baird''s (1968) Interpersonal Competence Scale, provides a narrow, yet valid, measure of customer service orientation. Data were collected from a sample of bus transit operators. Interpersonal skills was positively related to operator self-reported performance, but was not related to supervisor ratings or objective measures of performance. Implications for the study and use of broad versus narrowly defined personality constructs in organizational settings are discussed.

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Date

2002 – 03

URL

http://www.springerlink.com/content/t55w7383n847v11j/

Journal

Journal of Business and Psychology

Key alpha

Alge

Number

Pages

467-476

Publisher

Springer Netherlands

Volume

Publication Date

2002-03-01

Language

English

BibTex-formatted data

To refer to this entry, you may select and copy the text below and paste it into your BibTex document. Note that the text may not contain all macros that BibTex supports.

@Article{ Alge,
	title = "Measuring Customer Service Orientation Using a Measure of Interpersonal Skills",
	author = "Bradley Alge",
	year = "2002",
	month = "03",
	journal = "Journal of Business and Psychology",
	number = "3",
	pages = "467-476",
	publisher = "Springer Netherlands",
	volume = "16",
	abstract = "Organizations are placing increased emphasis on identifying individuals with customer service orientation. In the present investigation we test whether interpersonal skills, as measured through Holland and Baird''s (1968) Interpersonal Competence Scale, provides a narrow, yet valid, measure of customer service orientation. Data were collected from a sample of bus transit operators. Interpersonal skills was positively related to operator self-reported performance, but was not related to supervisor ratings or objective measures of performance. Implications for the study and use of broad versus narrowly defined personality constructs in organizational settings are discussed.",
	language = "English",
	url = "http://www.springerlink.com/content/t55w7383n847v11j/",
}