Open AccessCustomer Service Management In Western and Central Europe: A Concurrent Validation Strategy In Entrepreneurial Financial Information Services Organizations
Author(s) -
Shawn M. Carraher,
Sarah C. Carraher,
Alma MintuWimsatt
Publication year - 1970
Publication title -
journal of business strategies
Language(s) - English
Resource type - Journals
eISSN - 2162-6901
pISSN - 0887-2058
DOI - 10.54155/jbs.22.1.41-54
Subject(s) - conscientiousness , agreeableness , business , openness to experience , extraversion and introversion , customer relationship management , proactivity , marketing , service (business) , psychology , knowledge management , big five personality traits , personality , social psychology , computer science
The purpose of the present study was to test whether or not a biodata inventorycould be used to measure service orientation within global entrepreneurial organizationsin Western and Central Europe. A concurrent validation strategy wasconducted consistent with the methodology previously presented by Schoenfeldt(1999). Within the samples of 403 and 295 non-American employees, the serviceorientation ratings were highly correlated with four scales: "Extroversion,""Openness to experience, " "Conscientiousness, " and "Agreeableness" and notsignificantly correlated with "Emotional Stability. " The findings suggest that fororganizational employee development and selection, service orientation may beeffectively measured by an instrument such as this one and therefore potentiallyimprove customer service management systems.