Hold the Line: An Examination of Line vs. Staff Differences

Abstract

Despite common perceptions about the differences between line and staff personnel, few studies have provided answers as to which group is more effective. This study explores in detail key differences in managerial strengths between 46 line managers and 52 staff professionals in one of the fastest growing, highly service-oriented retail organizations in the United States. Using behavioral data from a developmental multirater feedback effort, results suggest that staff personnel were more modest and accurate in their self-assessments, while line managers were more service-oriented but significantly weaker at relationships, openness to new ideas, demonstrating respect, and adaptability to change. © 2001 John Wiley & Sons, Inc.