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Using Personality Traits to Select Customer‐Oriented Logistics Personnel

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  • Jeffery A. Periatt
  • Subhra Chakrabarty
  • Stephen A. Lemay

Abstract

Although training can improve customer orientation in logistics personnel, recruiting employees who possess enduring personality traits that stimulate customer‐oriented behaviors will greatly help logistics organizations to carry out the marketing concept. This research examined the relationship between personality traits and customer orientation using the five‐factor model of personality and the SOCO scale for customer orientation. Data for this study were collected as part of a larger multi‐organizational job classification study sponsored by the Council of Supply Chain Management Professionals. Responses were gathered from 354 respondents in 43 logistics organizations.

Suggested Citation

  • Jeffery A. Periatt & Subhra Chakrabarty & Stephen A. Lemay, 2007. "Using Personality Traits to Select Customer‐Oriented Logistics Personnel," Transportation Journal, John Wiley & Sons, vol. 46(1), pages 22-37, January.
    • Handle: RePEc:wly:transj:v:46:y:2007:i:1:p:22-37
    DOI: 10.2307/20713661
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    References listed on IDEAS

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    1. Stock, Ruth & Hoyer, Wayne, 2005. "An Attitude-Behavior Model of Salespeople’s Customer Orientation," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60479, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
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    3. Conduit, Jodie & Mavondo, Felix T., 2001. "How critical is internal customer orientation to market orientation?1," Journal of Business Research, Elsevier, vol. 51(1), pages 11-24, January.
    4. Lings, Ian N., 2004. "Internal market orientation: Construct and consequences," Journal of Business Research, Elsevier, vol. 57(4), pages 405-413, April.
    5. Stock, Ruth & Hoyer, Wayne, 2005. "An Attitude-Behavior Model of Salespeople’s Customer Orientation," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 35542, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
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