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Identifying the Service Potential of an Employee Through the Use of the Self-Monitoring Scale

Washington State University

Service has become a competitive advantage in the hospitality industry. The following paper identifies the theoretical characteristics required of employees to be successful in the service encounter. The necessary characteristics that an em ployee requires to be successful closely parallel Snyder's (1974) concept of self- monitoring. A person's self-monitoring tendency is related to the theoretical aspects of consumers' determinants of quality service. The self-monitoring scale has been used in both experimental and applied situations. The validity and the reliability of the scale has been extensively studied and verified. The self-monitoring scale is discussed as a method to identify the employee's service potential. Finally, three additional implications of using the self-monitoring scale are discussed in regards to the hospitality industry. Key Words: Selection, self-monitoring, service, job tenure, suggestive selling, employees.

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