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首页> 外文期刊>Baltic Journal of Management >Customer service-orientation of small retail business owners in Austria, The Czech Republic, Hungary, Latvia, Slovakia, and Slovenia
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Customer service-orientation of small retail business owners in Austria, The Czech Republic, Hungary, Latvia, Slovakia, and Slovenia

机译：奥地利，捷克共和国，匈牙利，拉脱维亚，斯洛伐克和斯洛文尼亚的小型零售企业主的客户服务导向

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Purpose – The purpose of this paper is to test the feasibility of using a biodata inventory to measure service-orientation – one's disposition to be helpful, thoughtful, considerate, and cooperative – across cultures in a sample of 1,324 owners of businesses. Design/methodology/approach – Subjects in Austria, The Czech Republic, Hungary, Latvia, Slovakia, and Slovenia are given the inventory in order to predict their on-the-job service-oriented performance. Findings – Within the samples, the service-orientation ratings are highly correlated with extroversion and openness to experience in all six countries, and agreeableness in five countries and conscientiousness in four countries. The correlations of these scales with service-orientation are as high as or higher than those generally obtained with measures of service-orientation with customer service representatives. Research limitations/implications – The analysis lends credence to the notion that service-orientation may be effectively measured by biodata within small organizations across multiple cultures. Originality/value – This paper examines the utility of a personality-oriented biodata inventory for explaining levels of customer service-oriented performance across six countries. Little cross-country research has been done on the owners of business thus this paper helps to fill in gaps in the literature dealing with business owners and the importance of personality attributes to explain service-oriented performance.
机译：目的–本文的目的是在1,324个企业所有者的样本中测试使用生物数据清单来衡量服务导向性（一种人乐于助人，周到，体贴和合作的倾向）的可行性。设计/方法/方法-为奥地利，捷克共和国，匈牙利，拉脱维亚，斯洛伐克和斯洛文尼亚的受试者提供了清单，以预测他们在职服务导向的表现。调查结果–在样本中，服务导向等级与所有六个国家的外向性和开放性，五个国家的认同感和四个国家的责任感高度相关。这些量表与服务导向的相关性与通过与客户服务代表的服务导向测度通常获得的相关性一样高或更高。研究的局限性/意义–分析证实了这样一种观念，即面向服务的方向可以通过跨多种文化的小型组织中的生物数据来有效地测量。原创性/价值–本文研究了个性化生物数据清单在解释六个国家/地区以客户服务为导向的绩效水平方面的作用。关于企业所有者的跨国研究很少，因此，本文有助于填补与企业所有者有关的文献空白以及人格属性对于解释面向服务绩效的重要性。

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