Customer Service Management In Western and Central Europe: A Concurrent Validation Strategy In Entrepreneurial Financial Information Services Organizations
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Keywords

Customer Service
Strategic Management

How to Cite

Customer Service Management In Western and Central Europe: A Concurrent Validation Strategy In Entrepreneurial Financial Information Services Organizations. (2005). Journal of Business Strategies, 22(1), 41-54. https://doi.org/10.54155/jbs.22.1.41-54

Abstract

The purpose of the present study was to test whether or not a biodata inventory
could be used to measure service orientation within global entrepreneurial organizations
in Western and Central Europe. A concurrent validation strategy was
conducted consistent with the methodology previously presented by Schoenfeldt
(1999). Within the samples of 403 and 295 non-American employees, the service
orientation ratings were highly correlated with four scales: "Extroversion,"
"Openness to experience, " "Conscientiousness, " and "Agreeableness" and not
significantly correlated with "Emotional Stability. " The findings suggest that for
organizational employee development and selection, service orientation may be
effectively measured by an instrument such as this one and therefore potentially
improve customer service management systems.

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