Purpose: This paper aims to examine the validity of the Managerial Practices Survey (MPS). Despite voluminous work on leadership styles, few studies have examined the specific behaviors of effective leaders in the hospitality industry. Design/methodology/approach: Data were collected from two...

Purpose – While personality is often deemed important, few studies have examined the relationship between general mental ability (GMA) and job performance for entry‐level service employees. As such, the present study aims to examine the impact of GMA, along with the Big Five personality...

The purpose of this study was to develop and validate a new measure of customer service job performance - the Customer-Centered Behavior (CCB) measure. The CCB measure draws on the content of over 15 existing measures, but captures in-role service performance focused on customer interactions in...