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The purpose of the present study is to identify key personality traits which distinguish customer service (CS) employees from other occupations and are related to their career satisfaction. As hypothesized, 2,610 CS employees were differentiated from other occupational groups by higher levels of conscientiousness, customer service orientation, and lower tough‐mindedness. Conscientiousness, customer service orientation, emotional stability, extraversion, and tough‐mindedness were significantly, positively related to customer service representatives’ (CSRs’) career satisfaction. Results are discussed in terms of the adaptive value of these traits for the recruitment, selection, and management of customer service employees.

Data for this study were extracted from an archival database containing information on individuals’ many different occupations and industries, including 2,641 CSRs and 76,788 individuals in other occupations. Measures included demographic items and the Big Five personality traits as well six other narrow personality traits.

As hypothesized, CS employees differed from other occupational groups by having higher levels of conscientiousness, customer service orientation, and lower tough‐mindedness. Also, conscientiousness, customer service orientation, emotional stability, extraversion, and tough‐mindedness were significantly, positively related to career satisfaction. Using hierarchical multiple regression, the Big Five traits (Openness, Agreeableness, Conscientiousness, Extraversion, and Emotional Stability) accounted for 22 percent of the variance in CSR career satisfaction, while the narrow traits added an additional 6 percent.

The findings of the present study are original in that the authors used a relatively large sample to identify key personality traits which distinguish CS employees from other occupations and are related to their career satisfaction. An empirically validated personality profile of CS workers was presented. The typical CS representative is more: conscientious, optimistic, intrinsically motivated, tender‐minded, deferential, conventional, willing to serve other people, and reluctant to work long hours or become workaholics.

The purpose of this paper is to empirically compare managers with employees in other occupations on Big Five and narrow personality traits to identify a distinctive personality profile for managers.

An archival data set representing employees in a wide range of business sectors and organizations was utilized to compare trait scores of 9,138 managers with 76,577 non-managerial employees. Profile analysis (PA) with MANOVA and analysis of covariance was used to compare managers and non-managers on Big Five traits Openness, Conscientiousness, Extraversion, Agreeableness, and Emotional Stability; and narrow traits Assertiveness, Optimism, Work Drive, and Customer Service Orientation.

As hypothesized, compared to non-managers, managers had significantly higher scores across nine traits, all of which correlated significantly with managerial career satisfaction.

Although job tenure and managerial level are not examined, the findings align with managerial competence models, the Attraction-Selection-Attrition model, and vocational theory and raise questions for research on the adaptive value of these traits for managers’ satisfaction and effectiveness.

The results carry practical implications for selection, placement, training, career planning for managers, and particularly for their professional development.

A distinctive personality profile for managers clarifies the occupational identity of managers, which contributes to public and professional understanding of managers and their roles.

This study is original in reporting an empirical, theoretically grounded personality profile of managers that includes both Big Five and narrow traits.

In this chapter, we argue that despite the fact that empirical research on trait neuroticism has shown fairly weak relations between the broad neuroticism trait and overall job performance, organizational research can benefit by increased attention to the neuroticism construct. This is because the influence of neuroticism on work behavior can be best understood by separating the more general neuroticism domain into its lower level facets. We discuss various conceptualizations of neuroticism and then review existing research on the relation between the facets of neuroticism and job performance. Next, we turn our attention to a theoretical framework that suggests that the relations between neuroticism facets and job performance outcomes are explained by the social, cognitive, and behavioral effects of having varying levels of neuroticism-based traits. In so doing, we not only focus on mediated relationships between facets of neuroticism and job performance dimensions but also recognize some important moderators, as well as some expected direct relations between the facets and job performance. Finally, we discuss implications for further conceptual development, offer some suggestions for testing the propositions, and discuss potential practical implications of finding support for this model.

The purpose of this paper is to conceptualize, develop and validate the measurement of impulse buying tendency India, an emerging market in Asia.

The conceptualization of India’s impulse buying tendency (IBT) has been based on a review of academic literature and an analysis of qualitative data from 30 observations at retail stores and 25 in-depth consumer interviews. The scale’s reliability and validity were assessed by content, convergent, discriminant, nomological and predictive validity using statistical techniques such as exploratory factor analysis and confirmatory factor analysis.

A two-dimensional measure for IBT was developed for the Indian market, and then tested and validated using appropriate statistical measures.

The study was skewed towards offline retail with both observations and interviews focusing on the bricks-and-mortar model. With e-retailing in India growing at a rapid rate, future research should extend the study and verify the IBT instrument’s validity specifically for impulse buying behaviour online.

To the best of authors’ knowledge, the present study is the first to bridge the gap in the existing research of impulse buying in context of emerging markets like India that are culturally, unlike both the western/developed and other Asian/emerging markets; and socio-economically, facing an interplay of variety of factors that are in a state of flux. The developed IBT scale would help by providing academics and practitioners with means of broadening their perspectives and understanding of retail behaviours in a context that is characterized by unprecedented consumer spending, increasing proliferation of modern retail and influence of a culture traditionally been given to simplicity and frugality.

The biggest obstacle to the sustainable development of online brand communities is social loafing. Based on 3M Hierarchical Model of Personality, this paper aims to discuss the influence of the Big Five on social loafing in online brand communities, and consider the mediating role of dehumanization from the perspective of moral disengagement theory, so as to alleviate social loafing and promote the sustainable development of online brand communities.

The data were collected utilizing the online self-report questionnaires. Community members of mobile phone brands represented by HUAWEI and Xiaomi completed the questionnaire sets. Based on the responses of 214 participants, a structural equation modeling was applied to examine the relationship between Big Five on social loafing in online brand communities. Later, bootstrap analysis was used to further explore the indirect effect of dehumanization.

Only two personality traits, neuroticism and extroversion, have direct effect on social loafing, while agreeableness, conscientiousness and openness not. However, all the Big Five personality traits can indirectly influence social loafing through dehumanization.

This study introduces the concept of social loafing into online brand communities, and analyzes social loafing from the unique research perspective of moral disengagement theory, which can not only contribute to the development of moral disengagement theory and social loafing theory but also provide guiding points for relieving social loafing in online brand communities.

Networking refers to goal-directed behaviors focused on building and cultivating informal relationships to obtain career-related resources. According to Gibson et al.'s (2014) model, personality traits represent prominent and important antecedents of networking. This study seeks to provide robust evidence on relationships between personality and networking by summarizing prior research using meta-analytical tools.

The authors classify linking attributes between networking and personality into social, idea-related, task-related and affective behavioral domains and additionally include three compound traits that relate to several domains. They investigate two potential moderators: internal vs. external networking and prominent networking measures. Their comprehensive literature search identified 41 studies with 46 independent samples.

The authors find that social, idea-related and task-related traits have positive relationships with networking of medium effect size, whereas affective traits exhibit small but significantly positive effects. The compound trait of proactive personality appears to be the best predictor of networking. Moderator analyses indicate that there were hardly any differences concerning internal and external networking and also prominent measures.

The present study goes beyond narrative reviews contributing the first quantitative summary of these relationships. It identifies four behavioral domains that represent characteristics relevant to networking. The findings largely corroborate, but at times correct, narrative reviews on dispositional antecedents of networking. The authors highlight the importance of compound traits that have yet been overlooked by narrative reviews (e.g. self-monitoring).

Individuals differ in their levels of self-control. Trait self-control has been found to relate positively to desirable and negatively to undesirable behaviors in contexts like physical health, academic performance, and criminality. The purpose of this study is to examine the relevance of trait self-control in work-settings. The authors distinguished between two types of self-control, stop-control (inhibitory control) and start-control (initiatory control), and tested their differential validity in predicting contextual performance.

In two independent employee samples, stop-control, start-control, organizational citizenship behavior (OCB), personal initiative, and proactive coping were measured. Counterproductive work behavior (CWB) was added in Study 2.

Results showed that only start-control was positively related to OCB, personal initiative, and proactive coping. Both stop-control and start-control were negatively related to CWB.

Findings support the validity of distinguishing between stop-control and start-control, suggesting that self-control theory and models should be refined to incorporate this distinction. Limitations include the correlational design and self-report measures. Although results were similar across two independent studies, future research is needed to test the generalizability of the conclusions in other settings, using non-self-report data.

The distinction between stop-control and start-control may help organizations in selecting staff and assigning tasks.

The present research introduces the distinction between two conceptually different types of self-control (stop-control and start-control), demonstrating their relevance to work-related behavior.

The changing environment and competitive market forces have brought many changes in the business sector that have put organisations under immense pressure. The use of psychometric assessments and behavioural profiling help organisations to determine individuals' abilities, aptitudes, personality traits, values and factors which intrinsically motivate them and assist in bringing the right people on board who fit well within the organisational culture and can contribute towards the performance goals. Although behavioural profiling and psychometric assessments are accepted worldwide, however, developing countries particularly the public sector still relies on conventional recruitment methods and the adaptation of contemporary behavioural profiling and psychometric assessments is a challenge. Therefore, this chapter evaluates how the adaptation of behavioural profiling and psychometric assessments in the civil service exams in developing countries can improve the selection process and ultimately can help to improve the quality of public services, capacity building and achieving sustainability goals.

Although individual difference variables are important in the prediction of leadership effectiveness, comparatively little empirical research has examined distal and proximal traits/characteristics that help managers lead effectively in organizations. The aim of this paper is to extend previous research by examining whether and how specific distal, narrow personality traits and the more proximal characteristic of political skill are related to decisiveness, a specific competency of leadership effectiveness, as rated from direct reports and peers.

Self-report data on political skill and personality traits (i.e. perceptiveness and affability) from 225 practicing managers from the US, together with other-report (i.e. peer and subordinate) ratings of their leadership effectiveness (i.e. decisiveness) were used to test the mediating effects of political skill.

Results show that political skill (i.e. the social astuteness dimension) mediated the relationships between narrow personality traits and evaluations of leadership effectiveness as rated by some, but not other rater sources. Specifically, the social astuteness dimension of political skill mediated the relationship between perceptiveness and decisiveness ratings from direct reports but not for ratings from peers, and the full political skill composite measure mediated the relationship between affability and decisiveness ratings from peers but not for ratings from direct reports.

Limitations include the availability of only two narrow personality traits, which constrained the scope of the possible mediation tests of all individual dimensions of political skill.

Political skill is shown to be a more proximal predictor of leadership effectiveness than personality dimensions. Thus, political skill should be considered over personality for emerging leaders. Further, differences in ratings due to source (i.e. peer and subordinate) indicate the need for organizational leaders to consider the source when evaluating effectiveness reports.

This study is one of the first to integrate the Ferris et al. model of political skill and the Zaccaro et al. distal-proximal trait model of leadership effectiveness.

The present study examines the relation of individual differences in personality to one's preferences for approaching and managing conflict in work settings. This investigation offers a conceptual foundation for relating the Five‐Factor Model (FFM) of personality to strategy preference, tests strategy‐FFM dimension hypotheses, and explores strategy relations with narrower FFM midlevel traits. Managers and supervisors (N = 249) from public, governmental, and private sector organizations completed the Organizational Communication and Conflict Instrument and the Revised NEO Personality Inventory. Preferences for conflict strategies were found to relate to distinct patterns of FFM dimensions, while narrower midlevel traits provided meaningful insights into the nature of the observed relations.