{"id":"https://openalex.org/W1990579905","doi":"https://doi.org/10.1111/j.1744-6570.2011.01216.x","title":"BEYOND PERSONALITY TRAITS: A STUDY OF PERSONALITY STATES AND SITUATIONAL CONTINGENCIES IN CUSTOMER SERVICE JOBS","display_name":"BEYOND PERSONALITY TRAITS: A STUDY OF PERSONALITY STATES AND SITUATIONAL CONTINGENCIES IN CUSTOMER SERVICE JOBS","publication_year":2011,"publication_date":"2011-05-27","ids":{"openalex":"https://openalex.org/W1990579905","doi":"https://doi.org/10.1111/j.1744-6570.2011.01216.x","mag":"1990579905"},"language":"en","primary_location":{"id":"doi:10.1111/j.1744-6570.2011.01216.x","doi":"https://doi.org/10.1111/j.1744-6570.2011.01216.x","is_oa":false,"landing_page_url":"https://doi.org/10.1111/j.1744-6570.2011.01216.x","pdf_url":null,"source":{"id":"https://openalex.org/S84664706","display_name":"Personnel Psychology","issn_l":"0031-5826","issn":["0031-5826","1744-6570"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","dongbi-a","erih-plus","fnege-1-star","jufo-2","ki-jl-2","norway-2","poland-200","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":"public-domain","license_id":"https://openalex.org/licenses/public-domain","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Personnel Psychology","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003161812","display_name":"Jason L. W. Huang","orcid":"https://orcid.org/0000-0001-9548-0542","observed_orcids":["https://orcid.org/0000-0001-9548-0542"]},"institutions":[{"id":"https://openalex.org/I87216513","display_name":"Michigan State University","ror":"https://ror.org/05hs6h993","country_code":"US","type":"education","lineage":["https://openalex.org/I87216513"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"JASON L. HUANG","raw_affiliation_strings":["Department of Psychology, Michigan State University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Psychology, Michigan State University","institution_ids":["https://openalex.org/I87216513"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5021909605","display_name":"Ann Marie Ryan","orcid":"https://orcid.org/0000-0001-9668-4125","observed_orcids":["https://orcid.org/0000-0001-9668-4125","https://orcid.org/0000-0001-9713-2082"]},"institutions":[{"id":"https://openalex.org/I87216513","display_name":"Michigan State University","ror":"https://ror.org/05hs6h993","country_code":"US","type":"education","lineage":["https://openalex.org/I87216513"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"ANN MARIE RYAN","raw_affiliation_strings":["Department of Psychology, Michigan State University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Psychology, Michigan State University","institution_ids":["https://openalex.org/I87216513"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5003161812"],"corresponding_institution_ids":["https://openalex.org/I87216513"],"apc_list":{"value":3400,"currency":"USD","value_usd":3400},"apc_paid":null,"fwci":6.2161,"has_fulltext":false,"cited_by_count":110,"citation_normalized_percentile":{"value":0.95926182,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":100},"biblio":{"volume":"64","issue":"2","first_page":"451","last_page":"488"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11040","display_name":"Personality Traits and Psychology","score":0.9063000082969666,"subfield":{"id":"https://openalex.org/subfields/3203","display_name":"Clinical Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11040","display_name":"Personality Traits and Psychology","score":0.9063000082969666,"subfield":{"id":"https://openalex.org/subfields/3203","display_name":"Clinical Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.06769999861717224,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.02070000022649765,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/personality-states","display_name":"personality states","score":0.9739999771118164},{"id":"https://openalex.org/keywords/situational-contingencies","display_name":"situational contingencies","score":0.9570000171661377},{"id":"https://openalex.org/keywords/conscientiousness","display_name":"conscientiousness","score":0.8610000014305115},{"id":"https://openalex.org/keywords/extraversion","display_name":"extraversion","score":0.9959999918937683},{"id":"https://openalex.org/keywords/agreeableness","display_name":"agreeableness","score":1.0},{"id":"https://openalex.org/keywords/self-monitoring","display_name":"self-monitoring","score":0.9229999780654907},{"id":"https://openalex.org/keywords/intra-individual-variability","display_name":"within-person variability","score":0.8209999799728394},{"id":"https://openalex.org/keywords/personalized-services","display_name":"personalized services","score":0.7490000128746033}],"concepts":[{"id":"https://openalex.org/C172141706","wikidata":"https://www.wikidata.org/wiki/Q1307067","display_name":"Conscientiousness","level":5,"score":0.835523247718811},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.8026273250579834},{"id":"https://openalex.org/C170760736","wikidata":"https://www.wikidata.org/wiki/Q380358","display_name":"Agreeableness","level":5,"score":0.799116313457489},{"id":"https://openalex.org/C127816348","wikidata":"https://www.wikidata.org/wiki/Q127588","display_name":"Extraversion and introversion","level":4,"score":0.7060950398445129},{"id":"https://openalex.org/C187288502","wikidata":"https://www.wikidata.org/wiki/Q641118","display_name":"Personality","level":2,"score":0.6955618262290955},{"id":"https://openalex.org/C2865642","wikidata":"https://www.wikidata.org/wiki/Q378132","display_name":"Big Five personality traits","level":3,"score":0.6362990140914917},{"id":"https://openalex.org/C9114305","wikidata":"https://www.wikidata.org/wiki/Q1428317","display_name":"Situational ethics","level":2,"score":0.6352789998054504},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.5918847322463989},{"id":"https://openalex.org/C65499552","wikidata":"https://www.wikidata.org/wiki/Q5421061","display_name":"Experience sampling method","level":2,"score":0.4901352822780609},{"id":"https://openalex.org/C2780340563","wikidata":"https://www.wikidata.org/wiki/Q2811064","display_name":"Immediacy","level":2,"score":0.44222643971443176},{"id":"https://openalex.org/C134524106","wikidata":"https://www.wikidata.org/wiki/Q5753128","display_name":"Hierarchical structure of the Big Five","level":5,"score":0.4272860884666443},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.33797064423561096},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1111/j.1744-6570.2011.01216.x","doi":"https://doi.org/10.1111/j.1744-6570.2011.01216.x","is_oa":false,"landing_page_url":"https://doi.org/10.1111/j.1744-6570.2011.01216.x","pdf_url":null,"source":{"id":"https://openalex.org/S84664706","display_name":"Personnel Psychology","issn_l":"0031-5826","issn":["0031-5826","1744-6570"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","dongbi-a","erih-plus","fnege-1-star","jufo-2","ki-jl-2","norway-2","poland-200","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":"public-domain","license_id":"https://openalex.org/licenses/public-domain","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Personnel Psychology","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.5799999833106995,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":81,"referenced_works":["https://openalex.org/W189659862","https://openalex.org/W572178447","https://openalex.org/W635155962","https://openalex.org/W1511920456","https://openalex.org/W1549812429","https://openalex.org/W1565153655","https://openalex.org/W1587094587","https://openalex.org/W1766629473","https://openalex.org/W1963779035","https://openalex.org/W1972309367","https://openalex.org/W1977267796","https://openalex.org/W1979240503","https://openalex.org/W1980091844","https://openalex.org/W1992797493","https://openalex.org/W1995434542","https://openalex.org/W1996443718","https://openalex.org/W2001284142","https://openalex.org/W2001680479","https://openalex.org/W2001735782","https://openalex.org/W2004779596","https://openalex.org/W2006407819","https://openalex.org/W2006948423","https://openalex.org/W2025781576","https://openalex.org/W2026007004","https://openalex.org/W2028586879","https://openalex.org/W2028871521","https://openalex.org/W2028877361","https://openalex.org/W2030638771","https://openalex.org/W2031261250","https://openalex.org/W2034020018","https://openalex.org/W2034640785","https://openalex.org/W2037839800","https://openalex.org/W2038923633","https://openalex.org/W2040751767","https://openalex.org/W2042962409","https://openalex.org/W2043871247","https://openalex.org/W2047256843","https://openalex.org/W2049890983","https://openalex.org/W2051951888","https://openalex.org/W2056147220","https://openalex.org/W2057932134","https://openalex.org/W2058818389","https://openalex.org/W2062849430","https://openalex.org/W2066559452","https://openalex.org/W2067718403","https://openalex.org/W2069640396","https://openalex.org/W2072328310","https://openalex.org/W2075172528","https://openalex.org/W2075403253","https://openalex.org/W2079635178","https://openalex.org/W2088039084","https://openalex.org/W2091964469","https://openalex.org/W2097507923","https://openalex.org/W2097829847","https://openalex.org/W2098728364","https://openalex.org/W2099665323","https://openalex.org/W2102908087","https://openalex.org/W2108241294","https://openalex.org/W2112763287","https://openalex.org/W2113179344","https://openalex.org/W2113800396","https://openalex.org/W2118354227","https://openalex.org/W2121680819","https://openalex.org/W2134807463","https://openalex.org/W2135105789","https://openalex.org/W2137522119","https://openalex.org/W2145622598","https://openalex.org/W2152805798","https://openalex.org/W2153263520","https://openalex.org/W2153873438","https://openalex.org/W2171448748","https://openalex.org/W2321550708","https://openalex.org/W2426742771","https://openalex.org/W2489111096","https://openalex.org/W2987730708","https://openalex.org/W3108610876","https://openalex.org/W3112339384","https://openalex.org/W3120669575","https://openalex.org/W4206439534","https://openalex.org/W4297832221","https://openalex.org/W4322696896"],"related_works":["https://openalex.org/W2753307700","https://openalex.org/W2261501012","https://openalex.org/W1958336152","https://openalex.org/W2756204890","https://openalex.org/W2791407206","https://openalex.org/W2770102661","https://openalex.org/W2808736886","https://openalex.org/W2511647643","https://openalex.org/W3169865427","https://openalex.org/W7207788149"],"abstract_inverted_index":{"Although":[0],"the":[1,12,27,38,64,72,75,85,88,92,95,102,112,128],"interactionist":[2],"approach":[3],"has":[4],"been":[5],"applied":[6],"to":[7,126],"understanding":[8],"situational":[9,42,48,105],"influences":[10,40],"on":[11,44,53],"expression":[13,25],"of":[14,19,41,74,87,115],"personality":[15,23,45,108],"at":[16,61,118],"work,":[17],"examination":[18],"within\u2010person":[20],"variation":[21],"in":[22,26,91,137,142],"trait":[24,123],"workplace":[28],"is":[29],"lacking.":[30],"Using":[31],"experience":[32],"sampling":[33],"methodology,":[34],"this":[35],"study":[36],"examined":[37],"moment\u2010to\u2010moment":[39],"characteristics":[43,106],"states":[46,109],"(i.e.,":[47],"contingencies)":[49],"during":[50],"social":[51],"interactions":[52],"56":[54],"customer":[55],"service":[56,139],"employees":[57],"over":[58,120],"10":[59],"days":[60],"work.":[62],"At":[63,94],"within\u2010individual":[65],"level,":[66,97],"state":[67,78,116,131],"Conscientiousness":[68,117],"was":[69,135],"associated":[70,83],"with":[71,84],"immediacy":[73],"task,":[76],"and":[77,80,107,121,133],"Extraversion":[79,132],"Agreeableness":[81],"were":[82],"friendliness":[86,134],"other":[89],"party":[90],"interaction.":[93],"between\u2010individual":[96],"self\u2010monitoring":[98],"did":[99],"not":[100],"moderate":[101],"associations":[103],"between":[104,130],"but":[110],"predicted":[111],"mean":[113],"level":[114],"work":[119],"above":[122],"Conscientiousness.":[124],"Contrary":[125],"expectations,":[127],"relationship":[129],"weaker":[136],"customized":[138],"jobs":[140],"than":[141],"noncustomized":[143],"ones.":[144]},"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":8},{"year":2024,"cited_by_count":13},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":7},{"year":2021,"cited_by_count":18},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":10},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":9},{"year":2014,"cited_by_count":7},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}