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Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/238003
- Trait EI, customer orientation and service performance
- Prentice, Catherine
- In assessing the relationship between personality traits and job performance, researchers have noted that though significant, the former only account for a relatively small portion of the evident variance. In addressing this deficient explanation, it has been suggested that the inclusion of surface traits as a mediator will enhance the predictive capacity. Following Brown, Mowen, Donovan and Licata (2002), the present research examines whether there is evidence for the existence of a mediation relationship between trait emotional intelligence (as a personality trait), customer orientation (as a surface trait) and service performance. To test the proposed relationship, a self-administered survey was administered to frontline personnel within a large service organisation located in the Asia-Pacific region. A mediation regression analysis was conducted on the 174 valid responses to test the hypotheses. The results confirmed the validity of the proposed mediation relationship, leading to a range of conclusions about the applicability of the findings in service settings, including suggestions about the merit of incorporating emotional intelligence and customer orientation into employee training and development programs.
- Publication type
- Conference paper
- Research centre
- Swinburne University of Technology
- Paper presented at 'Globalization and Marketing Performance', Global Marketing Conference, Seoul, Korea, 17-19 July 2012 / Seung-Hee Lee (ed.)
- Publication year
- Customer orientation; Emotional intelligence; Service performance; Traits; Frontline employees
- Korean Scholars of Marketing Science
- Publisher URL
- Copyright © 2012.
- Peer reviewed