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Article: Psychological collectivism as a moderator of the impact of supervisor-subordinate personality similarity on employees' service quality

TitlePsychological collectivism as a moderator of the impact of supervisor-subordinate personality similarity on employees' service quality
Authors
Issue Date2003
PublisherBlackwell Publishing Ltd. The Journal's web site is located at http://www.blackwellpublishing.com/journals/APPS
Citation
Applied Psychology, 2003, v. 52 n. 2, p. 175-192 How to Cite?
AbstractResearchers have found psychological collectivism (PC) to play a moderating role in relationships among certain constructs. Situational characteristics may have different impacts on individualists and collectivists, who have discrepant attitudes and values regarding interpersonal relationships. The collectivists strongly value harmonious relationships with others, and would be demoralised when such relationships are threatened or do not materialise at all. The individualists view the self as the basic unit of survival, and are less affected even if harmony is not guaranteed. On the basis of this PC-as-moderator perspective, we expected that the effect of supervisor-subordinate personality similarity on the quality of service an employee delivers would be stronger among collectivists than among individualists. This hypothesis was tested with 605 front-line customer service staff and 113 supervisors, whose personality similarity was indexed by the number of personality items to which both parties gave the same answers. Although psychological collectivism does not have direct effect on service quality, regression analysis shows that it interacts with personality similarity, lending further support to the PC-as-moderator model.
Persistent Identifierhttp://hdl.handle.net/10722/89384
ISSN
2015 Impact Factor: 1.179
2015 SCImago Journal Rankings: 1.023
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorHui, CHen_HK
dc.contributor.authorCheng, Ken_HK
dc.contributor.authorGan, Yen_HK
dc.date.accessioned2010-09-06T09:56:20Z-
dc.date.available2010-09-06T09:56:20Z-
dc.date.issued2003en_HK
dc.identifier.citationApplied Psychology, 2003, v. 52 n. 2, p. 175-192en_HK
dc.identifier.issn0269-994Xen_HK
dc.identifier.urihttp://hdl.handle.net/10722/89384-
dc.description.abstractResearchers have found psychological collectivism (PC) to play a moderating role in relationships among certain constructs. Situational characteristics may have different impacts on individualists and collectivists, who have discrepant attitudes and values regarding interpersonal relationships. The collectivists strongly value harmonious relationships with others, and would be demoralised when such relationships are threatened or do not materialise at all. The individualists view the self as the basic unit of survival, and are less affected even if harmony is not guaranteed. On the basis of this PC-as-moderator perspective, we expected that the effect of supervisor-subordinate personality similarity on the quality of service an employee delivers would be stronger among collectivists than among individualists. This hypothesis was tested with 605 front-line customer service staff and 113 supervisors, whose personality similarity was indexed by the number of personality items to which both parties gave the same answers. Although psychological collectivism does not have direct effect on service quality, regression analysis shows that it interacts with personality similarity, lending further support to the PC-as-moderator model.en_HK
dc.languageengen_HK
dc.publisherBlackwell Publishing Ltd. The Journal's web site is located at http://www.blackwellpublishing.com/journals/APPSen_HK
dc.relation.ispartofApplied Psychologyen_HK
dc.rightsApplied Psychology. Copyright © Blackwell Publishing Ltd.en_HK
dc.titlePsychological collectivism as a moderator of the impact of supervisor-subordinate personality similarity on employees' service qualityen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0269-994X&volume=52&issue=2&spage=175&epage=192&date=2003&atitle=Psychological+collectivism+as+a+moderator+of+the+impact+of+supervisor-subordinate+personality+similarity+on+employees%27+service+qualityen_HK
dc.identifier.emailHui, CH:huiharry@hku.hken_HK
dc.identifier.authorityHui, CH=rp00547en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1111/1464-0597.00130en_HK
dc.identifier.scopuseid_2-s2.0-0041473381en_HK
dc.identifier.hkuros83075en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-0041473381&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume52en_HK
dc.identifier.issue2en_HK
dc.identifier.spage175en_HK
dc.identifier.epage192en_HK
dc.identifier.isiWOS:000182107100001-
dc.publisher.placeUnited Kingdomen_HK
dc.identifier.scopusauthoridHui, CH=16947154300en_HK
dc.identifier.scopusauthoridCheng, K=8617503400en_HK
dc.identifier.scopusauthoridGan, Y=7102646642en_HK

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