Service Provider Attributes

Dana Yagil

Chapter 6 in The Service Providers, 2008, pp 125-139 from Palgrave Macmillan

Abstract: Abstract Employees’ personality traits have been found to affect a broad range of work-related behaviors, including task performance, counterproductive behavior, turnover, absenteeism, tardiness, organizational citizenship behaviors, success in groups, job satisfaction, safety and leadership effectiveness (see review in Mount et al., 2005).1 Manufacturing organizations often hire for skills only, yet service organizations need to hire for positive service-oriented attitudes and train for specific skills. Service characteristics like intangibility and customer contact require service employees to cope effectively with stress, be sensitive and cooperative. Thus, service organizations place more emphasis on personality, energy, and attitude than on education and experience in their recruitment and strategies.2

Keywords: Service Provider; Organizational Citizenship Behavior; Service Performance; Customer Orientation; Emotional Stability (search for similar items in EconPapers)
Date: 2008
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DOI: 10.1057/9780230582675_7

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