A test of the factor structure equivalence of the 50-item IPIP Five-factor model measure across gender and ethnic groups.

Personality is frequently assessed in research and applied settings, in part due to evidence that scores on measures of the Five-factor model (FFM) of personality show predictive validity for a variety of outcomes. Although researchers are increasingly using the International Personality Item Pool (IPIP; Goldberg, 1999; International Personality Item Pool, 2007b) FFM measures, investigations of the psychometric properties of these measures are unfortunately sparse. The purpose of this study was to examine the factor structure equivalence of the 50-item IPIP FFM measure across gender and ethnic groups (i.e., Whites, Latinos, Asian Americans) using multigroup confirmatory factor analysis. Results from a sample of 1,727 college students generally support the invariance of the factor structure across groups, although there was some evidence of differences across gender and ethnic groups for model parameters. We discuss these findings and their implications.

Service employees give as they get: internal service as a moderator of the service climate-service outcomes link.

We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality received is high, providing front-line employees with the capability to deliver what the service climate motivates them to do. We studied 619 employees and 1,973 customers in 36 retail branches of a bank. We aggregated employee perceptions of the internal service quality received from corporate units and the local service climate and external customer perceptions of service quality to the branch level of analysis. Findings were consistent with the hypothesis that high-quality internal service is necessary for branch service climate to yield superior external customer service quality.