Psychological Collectivism as a Moderator of the Impact of Supervisor–Subordinate Personality Similarity on Employees’ Service Quality

Abstract

Des chercheurs ont démontré que le collectivisme psychologique joue un rôle modérateur dans la relation entre certains construits. Les caractéristiques situationnelles peuvent avoir différents impacts sur les individualistes et les collectivistes dont les attitudes et valeurs divergent face aux relations interpersonnelles. Les collectivistes accordent beaucoup d'importance aux relations harmonieuses avec autrui, et seraient démoralisés quand ces relations sont menacées ou qu'elles ne se développent pas. Les individualistes voient l'individu comme la base de la survie et sont moins affectés par un manque d'harmonie. Nous avions prévu que l'effet de la similitude de personnalité entre superviseur-subordonné sur la qualité des services qu'un employé offre serait plus grand pour les collectivistes que pour les individualistes. Cette hypothèse a été testée auprès de 605 représentants à la clientèle et 113 superviseurs pour qui la similitude de personnalité a été mesurée par le nombre d'items pour lesquels les deux parties ont donné la même réponse. Bien que le collectivisme psychologique n'a pas d'effet direct sur la qualité du service, une analyse de régression indique que cette variable entre en interaction avec la similitude de personnalité. Ce résultat donne plus de soutien au modèle du rôle modérateur du collectivisme psychologique.Researchers have found psychological collectivism (PC) to play a moderating role in relationships among certain constructs. Situational characteristics may have different impacts on individualists and collectivists, who have discrepant attitudes and values regarding interpersonal relationships. The collectivists strongly value harmonious relationships with others, and would be demoralised when such relationships are threatened or do not materialise at all. The

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