Personality traits, employee satisfaction and affective commitment

Total Quality Management and Business Excellence

Volumn 18, Issue 5, 2007, Pages 589-598

  Matzler, Kurt ^a   Renzl, Birgit ^b  

^a JOHANNES KEPLER UNIVERSITY LINZ   (Austria)

^b INNSBRUCK UNIVERSITY SCHOOL OF MANAGEMENT   (Austria)

Author keywords

Affective commitment; Employee satisfaction; Personality traits

Indexed keywords

EID: 34547210858     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360601061528     Document Type: Article

References (62)

1. Allen, N. J. & Meyer, J. P. (1990) The measurement and antecedents of affective, continuance, and normative commitment to the organization, Journal of Occupational Psychology, 63, pp. 1-18.
2. Anderson, E. W. et al. (1994) Customer satisfaction, market share, and profitability: findings from Sweden, Journal of Marketing (July), pp. 53-66.
3. Anderson, E. W. et al. (2004) Customer satisfaction and shareholder value, Journal of Marketing, 68(4), pp. 172-185.
4. Angle, H. L. & Perry, J. L. (1981) An empirical assessment of organizational commitment and organizational effectiveness, Administrative Science Quarterly, 27, pp. 1-14.
5. Barrick, M. R. & Mount, M. K. (1991) The big five personality dimensions and job performance: a meta-analysis, Personnel Psychology, 44, pp. 1-26.
6. Borkenau, P. & Ostendorf, F. (1993) NEO-Fünf-Faktoren Inventar (nach Costa und McCrae) (Göttingen, Bern, Toronto, Seattle: Hogrefe).
7. Connolly, J. J. & Viswesvaran, C. (2000) The role of affectivity in job satisfaction: a meta-analysis, Personality and Individual Differences, 29, pp. 265-281.
8. Costa, P. T. J. & McCrae, R. R. (1992) Revised NEO Personality Inventory and NEO Five-factor Inventory Professional Manual (Odessa, FL: Psychological Assessment Resources).
9. De Raad, B. & Doddema-Winsemius, M. (1999) Instincts and personality, Personality and Individual Indifferences, 27, pp. 293-305.
10. DeNeve, K. M. & Cooper, H. (1998) The happy personality: a meta-analysis of 137 personality traits and subjective well-being, Psychological Bulletin, 124, pp. 197-229.
11. Drucker, P. (1997) Looking ahead: implications of the present - the future that has already begun, Harvard Business Review, 75 (September/October), pp. 20-24.
12. Efron, B. & Gong, G. (1983) A leisurely look at the bootstrap, the jackknife, and cross-validation, The American Statistician, 37(1), pp. 36-48.
13. Eklöf, J. A. et al. (1999) On measuring interactions between customer satisfaction and financial results, Total Quality Management, 10(4&5), pp. 514-522.
14. Emmons, R. A. et al. (1985) Choice of situations and congruence models of interactionism, Personality and Individual Differences, 6, pp. 693-702.
15. Eskildsen, J. K. & Dahlgaard, J. J. (2000) A causal model for employee satisfaction, Total Quality Management, 11(8), pp. 1081-1094.
16. Eskildsen, J. K. & Nüssler, M. L. (2000) The managerial drivers of employee satisfaction and loyalty, Total Quality Management, 11(4/5&6), pp. 581-588.
17. European Foundation for Quality Management (1999) Eight Essentials of Excellence - The Fundamental Concepts and their Benefits (Brussels: EFQM Representative Office).
18. Fornell, C. & Larcker, D. F. (1981) Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 18(February), pp. 39-50.
19. Furnham, A. et al. (2002) Do personality factors predict job satisfaction?, Personality and Individual Differences, 33, pp. 1325-1342.
20. Goldberg, L. R. (1990) An alternative 'description of personality': the big-five factor structure, Journal of Personality and Social Psychology, 59(6), pp. 1216-1229.
21. Griffeth, R. W. et al. (2000) A meta-analysis of antecedents and correlates of employee turnover: update, moderator rests, and research implications for the next millennium, Journal of Management, 26(3), pp. 463-488.
22. Hansmann, K.-W. & Ringle, C. M. (2004) SmartPLS manual (Hamburg).
23. Heskett, J. L. et al. (1994) Putting the service-profit chain to work, Harvard Business Review, 72(2), pp. 164-175.
24. Heskett, J. L. et al. (1997) The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (New York: The Free Press).
25. Homburg, C. & Stock, R. (2004) The link between salespeople's job satisfaction and customer satisfaction in a business-to-business context: a dyadic analysis, Journal of the Academy of Marketing Science, 32(2), pp. 144-158.
26. Homburg, C. & Stock, R. (2005) Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction, Psychology & Marketing, 22(5), pp. 393-420.
27. Hulland, J. (1999) Use of partial least squares (PLS) in strategic management research: a review of four recent studies, Strategic Management Journal, 20(2), pp. 195-204.
28. Hult, C. (2005) Organizational, commitment and person-environment in six Western countries, Organization Studies, 26(2), pp. 249-270.
29. John, O. P. & Srivastava, S. (1999) The Big Five trait taxonomy: history, measurement, and theoretical perspectives, in: L. A. Pervin & O. P. John (Eds) Handbook of Personality: Theory and Research, pp. 102-138 (New York: Guilford Press).
30. Judge, T. A. et al. (2002) Five-factor model of personality and job satisfaction: a meta-analysis, Journal of Applied Psychology, 87(3), pp. 530-541.
31. Kaplan, R. S. & Norton, D. P. (1996) The Balanced Scorecard. Translating Strategy into Action (Harvard Business School Press).
32. Larsen, R. J. & Katelaar, T. (1991) Personality and susceptibility to positive and negative emotional states, Journal of Personality and Social Psychology, 61(1), pp. 132-140.
33. Liao, H. & Chuang, A. (2004) A multilevel investigation of factors influencing employee service performance and customer outcomes, Academy of Management Journal, 47(1), pp. 41-58.
34. Magnus, K. et al. (1993) Extraversion and neuroticism as predictors of objective life events: a longitudinal analysis, Journal of Personality and Social Psychology, 65, pp. 1046-1053.
35. Mak, B. L. & Sockel, H. (2001) A confirmatory factor analysis of IS employee motivation and satisfaction, Information & Management, 38, pp. 265-276.
36. Martensen, A. & Gronholdt, L. (2001) Using employee satisfaction measurement to improve people management: an adaptation of Kano's quality type, Total Quality Management, 12(7&8), pp. 949-957.
37. Matzler, K. et al. (2005a) The relationship between personality traits (extraversion and neuroticism), emotions and customer self-satisfaction, Innovative Marketing, 1(2), pp. 32-39.
38. Matzler, K. et al. (2004) Employee satisfaction: does Kano's model apply?, Total Quality Management and Business Excellence, 15(9-10), pp. 1179-1198.
39. Matzler, K. et al. (2005b) The relationship between customer satisfaction and shareholder value, Total Quality Management and Business Excellence, 16(5), pp. 1-10.
40. Matzler, K. et al. (2003) Werte mit und für die Mitarbeiter schaffen, in: K. Matzler et al. (Eds) Werte schaffen -Perspektiven einer stakeholderorientierten Unternehmensführung, pp. 305-318 (Wiesbaden: Gabler).
41. Mayer, R. C. &. Schoorman, F. D. (1992) Predicting participation and production outcomes through a two-dimensional model of organizational commitment, Academy of Management Journal, 35, pp. 671-684.
42. McCrae, R. R. & Costa, P. T. J. (1991) Adding liebe und arbeit: the full five-factor model and well-being, Personality and Psychological Bulletin, 17, pp. 227-232.
43. McCrae, R. R. & John, O. P. (1992) An introduction to the five-factor model and its applications, Journal of Personalty, 60(2), pp. 172-215.
44. Meyer, J. P. & Allen, N. J. (1991) A three-component conceptualization of organizational commitment, Human Resource Management Review, 1, pp. 61-89.
45. Meyer, J. P. & Allen, N. J. (1997) Commitment in the Workplace. Theory, Research and Application (Thousand Oaks: Sage).
46. Meyer, J. P. & Herscovitch, L. (2001) Commitment in the workplace. Toward a general model, Human Resource Management Review, 11, pp. 299-326.
47. Meyer, J. P. et al. (2002) Affective, continuance, and normative commitment to the organization: a meta-analysis of antecedents, correlates, and consequences, Journal of Vocational Behavior, 61, pp. 20-52.
48. Mooradian, T. A. & Olver, J. M. (1997) 'I can't get no satisfaction:' the impact of personality and emotion on postpurchase processes, Psychology & Marketing, 14(4), pp. 379-393.
49. Morrison, E. W. (1994) Role definitions and organizational citizenship behavior: the importance of the employees' perspective, Academy of Management Journal, 37(6), pp. 1543-1567.
50. Muchinsky, P. M. (1977) Employee absenteeism: a review of the literature, Journal of Vocational Behavior, 10(3), pp. 316-340.
51. O'Reilly, C. A. & Chatman, J. (1986) Organizational, commitment and psychological attachment: the effects of compliance, identification, and internalization on prosocial behavior, Journal of Applied Psychology, 71, pp. 492-499.
52. Organ, D. W. (1994) Personality and organizational citizenship behavior, Journal of Management, 20(2), pp. 465-478.
53. Organ, D. W. & Lingl, A. (1995) Personality, satisfaction, and organizational citizenship behavior, Journal of Social Psychology, 153(3), pp. 339-350.
54. Organ, D. W. & Ryan, K. (1995) A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior, Personnel Psychology, 48, pp. 775-802.
55. Renner, W. (2002) A psychometric analysis of the NEO five-factor inventory in an Austrian sample, Review of Psychology, 9(1-2), pp. 25-31.
56. Renzl, B. (2003) Mitarbeiter als Wissensressource, in: K. Matzler et al. (Eds) Werte schaffen. Perspektiven einer stakeholderorientierten Unternehmensführung, pp. 319-334 (Wiesbaden: Gabler).
57. Rusting, C. L. & Larsen, R. J. (1997) Extraversión, neuroticism, and susceptibility to positive adn negative affect: a test of two theoretical models, Personality and Individual Indifferences, 22(5), pp. 607-612.
58. Tekleab, A. G. et al. (2005) Extending the chain of relationships among organizational justice, social exchange, and employee reactions: the role of contract violations, Academy of Management Journal, 48(1), pp. 146-157.
59. Tokar, D. M. et al. (1998) Personality and vocational behaviour: a selective review of the literature, 1993-1997, Journal of Vocational Behavior, 53, pp. 115-153.
60. Tupes, E. C. & Christal, R. E. (1992) Recurrent personality factors based on trait ratings, Journal of Personality, 60(2), pp. 225-252.
61. Ward, E. A. (1988) Relation of job satisfaction and job knowledge and their effect on intention to turnover, Psychological Reports, 63(2), pp. 611-615.
62. Westlund, A. & Löthgren, M. (2001) The interactions between quality, productivity and economic performance: the case of Swedish, pharmacies, Total Quality Management, 12(3), pp. 385-396.