Towards Validation of the Service Orientation Construct
- 1 January 1994
- journal article
- research article
- Published by Informa UK Limited in The Service Industries Journal
- Vol. 14 (1), 34-44
- https://doi.org/10.1080/02642069400000003
Abstract
This article reports early results from an Australian study using the Hogan Personality Inventory (HPI) to assess the validity of two proposed service orientation constructs by Hogan [1992] and Dale and Wooler [1991]. Results from this sample (N=235) closely reflect the basic Hogan construct but found that ambition may also influence service orientation. Other HPI Subscales indicate that service orientation is an inherent disposition and it is proposed that, even with training, low service orientation employees may present longer term attitudinal and performance problems for organisations. Implications are discussed for using the HPI in service employee selection and suggestions are made to enhance future research endeavours.Keywords
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