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A Quantitative Analysis of Certain Interpersonal Skills Required in the Service Encounter

Washington State University, Krems, Austria

Employees play an integral part in how consumers rate service quality. As such, it is very important to be able to quantify the interpersonal skills required by employees in service positions. One instrument-the self-monitoring scale-has the potential to identify certain interpersonal skills ofan employee. Using two separate surveys to test this self-monitoring scale in the hospitality industry, this study examined the self- monitoring and job performance tendencies of hospitality employees to help identify and compare service attentiveness and suggestive selling skills between the high and low self-monitor. Differences were found between the high and low self-monitor in how each approached the service encounter. As the trend toward employee empow erment gains momentum in the 1990s, researchers, as well as industry, need to continue identifying and developing better measures of the service provider's interpersonal skills.

Key Words: Key Words: service quality • suggestive selling • self-monitoring, interpersonal skills • selection • service attentiveness.

Journal of Hospitality & Tourism Research, Vol. 17, No. 2, 1-15 (1994)
DOI: 10.1177/109634809401700202


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