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BEYOND PERSONALITY TRAITS: A STUDY OF PERSONALITY STATES AND SITUATIONAL CONTINGENCIES IN CUSTOMER SERVICE JOBS.

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Title: BEYOND PERSONALITY TRAITS: A STUDY OF PERSONALITY STATES AND SITUATIONAL CONTINGENCIES IN CUSTOMER SERVICE JOBS.
Authors: HUANG, JASON L., RYAN, ANN MARIE
Source: Personnel Psychology. Summer2011, Vol. 64 Issue 2, p451-488. 38p. 1 Diagram, 6 Charts, 1 Graph.
Subjects: Personality & situation, Customer services, Employee psychology, Extraversion, Sociability, Personality studies, Trait intercorrelations, Service industries workers, Psychology
Abstract: Although the interactionist approach has been applied to understanding situational influences on the expression of personality at work, examination of within-person variation in personality trait expression in the workplace is lacking. Using experience sampling methodology, this study examined the moment-to-moment influences of situational characteristics on personality states (i.e., situational contingencies) during social interactions on 56 customer service employees over 10 days at work. At the within-individual level, state Conscientiousness was associated with the immediacy of the task, and state Extraversion and Agreeableness were associated with the friendliness of the other party in the interaction. At the between-individual level, self-monitoring did not moderate the associations between situational characteristics and personality states but predicted the mean level of state Conscientiousness at work over and above trait Conscientiousness. Contrary to expectations, the relationship between state Extraversion and friendliness was weaker in customized service jobs than in noncustomized ones. [ABSTRACT FROM AUTHOR]
Copyright of Personnel Psychology is the property of Wiley-Blackwell and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Psychology and Behavioral Sciences Collection
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  Data: <searchLink fieldCode="AR" term="%22HUANG%2C+JASON+L%2E%22">HUANG, JASON L.</searchLink><br /><searchLink fieldCode="AR" term="%22RYAN%2C+ANN+MARIE%22">RYAN, ANN MARIE</searchLink>
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  Data: Although the interactionist approach has been applied to understanding situational influences on the expression of personality at work, examination of within-person variation in personality trait expression in the workplace is lacking. Using experience sampling methodology, this study examined the moment-to-moment influences of situational characteristics on personality states (i.e., situational contingencies) during social interactions on 56 customer service employees over 10 days at work. At the within-individual level, state Conscientiousness was associated with the immediacy of the task, and state Extraversion and Agreeableness were associated with the friendliness of the other party in the interaction. At the between-individual level, self-monitoring did not moderate the associations between situational characteristics and personality states but predicted the mean level of state Conscientiousness at work over and above trait Conscientiousness. Contrary to expectations, the relationship between state Extraversion and friendliness was weaker in customized service jobs than in noncustomized ones. [ABSTRACT FROM AUTHOR]
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  Data: <i>Copyright of Personnel Psychology is the property of Wiley-Blackwell and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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        Value: 10.1111/j.1744-6570.2011.01216.x
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      – Code: eng
        Text: English
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      – SubjectFull: Customer services
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      – SubjectFull: Employee psychology
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      – SubjectFull: Extraversion
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      – SubjectFull: Sociability
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      – SubjectFull: Personality studies
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              Text: Summer2011
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