Validity of Customer Service Measures in Personnel Selection: A Review of Criterion and Construct Evidence

THE BIG FIVE PERSONALITY DIMENSIONS AND JOB PERFORMANCE: A META‐ANALYSIS

1991 • 8,475 citations

Personality Structure: Emergence of the Five-Factor Model

1990 • 6,329 citations

Prosocial Organizational Behaviors

1986 • 1,711 citations

In Search of Excellence: Lessons from America's Best-Run Companies. By Thomas J. Peters and Robert H. Waterman, Jr. New York: Harper & Row, 1982

1983 • 1,540 citations

Validity and utility of alternative predictors of job performance.

1984 • 1,522 citations

The SOCO Scale: A Measure of the Customer Orientation of Salespeople

1982 • 1,468 citations

The "Big Five" factor taxonomy: Dimensions of personality in the natural language and in questionnaires.

1990 • 1,359 citations

Adaptive Selling: Conceptualization, Measurement, and Nomological Validity

1990 • 841 citations

Consumer responses to service failures: Influence of procedural and interactional fairness perceptions

1992 • 769 citations

Annual review of psychology

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Validity Of Personality Measures In Personnel Selection

1965 • 595 citations

A Restatement of the Satisfaction-Performance Hypothesis

1988 • 563 citations

Developing customer orientation among service employees

1992 • 563 citations

A Framework for Analyzing Customer Service Orientations in Manufacturing

1989 • 495 citations

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1984 • 453 citations

Adaptive Selling: Conceptualization, Measurement, and Nomological Validity

1990 • 448 citations

The service organization: Climate is crucial

1980 • 430 citations

The Impact of Empowerment on Service Employees

1995 • 227 citations

Interrater reliability of job performance ratings: Growth to asymptote level with increasing opportunity to observe.

1990 • 216 citations

Measuring Customer Orientation of Salespeople: A Replication with Industrial Buyers

1985 • 179 citations

Perceptions of real-estate brokers and buyers: A sales-orientation, customer-orientation approach

1988 • 163 citations

THE “BIG FIVE” PERSONALITY FACTORS IN THE IPI AND MMPI: PREDICTORS OF POLICE PERFORMANCE

1992 • 158 citations

The altruistic personality: In what contexts is it apparent?

1991 • 153 citations

Effect of Server's “Thank You” and Personalization on Restaurant Tipping¹

1995 • 149 citations

Discretion and the service employee

1993 • 125 citations

Refinements in validity generalization methods: Implications for the situational specificity hypothesis.

1993 • 114 citations

Gratuities and customer appraisal of service: Evidence from Minesota restaurants

1994 • 99 citations

A META‐ANALYSIS OF THE VALIDITY OF METHODS FOR RATING TRAINING AND EXPERIENCE IN PERSONNEL SELECTION

1988 • 94 citations

Combining personality and cognitive ability predictors for hiring service-oriented employees

1991 • 61 citations

Waiters, Customers, and Service: Some Tips About Tipping¹

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Personality dimensions and domains of service performance: A field investigation

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Guidelines for Conducting and Reporting Meta-Analyses

1989 • 27 citations

Validation of a sales representative selection inventory

1992 • 26 citations

Do customer service perceptions generalize? The case of student and chair ratings of faculty effectiveness.

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Service quality and the congruency of employee perceptions and customer expectations: The case of an electric utility

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Computer Programs for Calculating Meta-Analysis Statistics

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Authority and Personality

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Predicting sales performance of car salesman by personality traits

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