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Service Provider Attributes

In: The Service Providers

Author

Listed:
  • Dana Yagil

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

Suggested Citation

  • Dana Yagil, 2008. "Service Provider Attributes," Palgrave Macmillan Books, in: The Service Providers, chapter 6, pages 125-139, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-58267-5_7
    DOI: 10.1057/9780230582675_7
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    Cited by:

    1. Qutaiba Adeeb Odat & Hashem Alshurafat & Mohannad Obeid Al Shbail & Husam Ananzeh & Hamzeh Al Amosh, 2023. "Factors Affecting Accountants’ Adoption of Remote Working: Evidence from Jordanian Governmental Organizations," Sustainability, MDPI, vol. 15(17), pages 1-23, September.

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