How do personality interactions affect service quality? the perspective of processing efficiency theory

被引：6

作者：

Teng, Ching-I ^{[1
,2
]}

Liu, Tzu-Wei ^{[3
]}

机构：

[1] Chang Gung Univ, Coll Management, Grad Inst Business & Management, Taoyuan, Taiwan

[2] Chang Gung Univ, Coll Management, Dept Ind & Business Management, Taoyuan, Taiwan

[3] Chang Gung Univ, Coll Management, Dept Hlth Care Management, Taoyuan, Taiwan

来源：

SERVICE BUSINESS | 2014年 / 8卷 / 02期

关键词：

Conscientiousness; Emotional stability; Service quality; Service personnel; Service personnel personality; JOB-PERFORMANCE; WORKING-MEMORY; NEGATIVE MOOD; CONSCIENTIOUSNESS; INTENTION; AGREEABLENESS; PERCEPTIONS; NEUROTICISM; SUPERVISORS; DIMENSIONS;

D O I：

10.1007/s11628-013-0200-3

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Conscientiousness and emotional stability are important independent predictors of service outcomes. However, previous studies have not investigated the effects of their interaction on service outcomes. Thus, this study adopted processing efficiency theory to investigate how the interaction between conscientiousness and emotional stability affects service quality. This study adopted a cross-sectional design, used questionnaires to collect data. The results indicate that the interaction of conscientiousness and emotional stability influences service quality. Additionally, the study found that the conscientiousness of emotionally stable service personnel was positively related to service quality.

引用

页码：375 / 397

页数：23

共 50 条

[21] How does AI awareness affect employees' voice behavior in the service industry? A transactional theory of stress perspective
He, Changqing
Xiong, Huyun
Cai, Wenjun
Song, Jun
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2025,
[22] How do Muslim consumers perceive service quality?
Gayatri, Gita
Chew, Janet
ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS, 2013, 25 (03) : 472 - 490
[23] How do avatar characteristics affect avatar friendliness and online gamer loyalty? Perspective of the theory of embodied cognition
Li, Kai
Huynh Van Nguyen
Cheng, T. C. E.
Teng, Ching-I
INTERNET RESEARCH, 2018, 28 (04) : 1103 - 1121
[24] How does military service affect the quality of Israeli teachers?
Ketko, Tamar
ISRAEL AFFAIRS, 2024, 30 (05) : 1056 - 1074
[25] How do personality traits of college students affect their learning flow experience?
Tian, Yihui
Ou, Lingjun
LEARNING AND MOTIVATION, 2023, 83
[26] How Do Personality Traits Affect Construction Dispute Negotiation? Study of Big Five Personality Model
Yiu, Tak Wing
Lee, Hung Kei
JOURNAL OF CONSTRUCTION ENGINEERING AND MANAGEMENT, 2011, 137 (03) : 169 - 178
[27] International professional service firms: how do they affect government policy?
Simon, Gary L.
Welsh, Dianne H. B.
SERVICE INDUSTRIES JOURNAL, 2010, 30 (01): : 11 - 23
[28] How do pollution fees affect environmental quality in China?
Dong, Kangyin
Shahbaz, Muhammad
Zhao, Jun
ENERGY POLICY, 2022, 160
[29] The Pedestrian's Perspective: how do illuminance variations affect reassurance?
Mattoni, Benedetta
Burattini, Chiara
Bisegna, Fabio
Fotios, Steve
2017 1ST IEEE INTERNATIONAL CONFERENCE ON ENVIRONMENT AND ELECTRICAL ENGINEERING AND 2017 17TH IEEE INDUSTRIAL AND COMMERCIAL POWER SYSTEMS EUROPE (EEEIC / I&CPS EUROPE), 2017,
[30] How do complementary technological linkages affect carbon emissions efficiency?
Xu, Mo
Zou, Xianya
Su, Zitian
Zhang, Shangfeng
Ge, Wanjun
JOURNAL OF INNOVATION & KNOWLEDGE, 2023, 8 (01):

← 1 2 3 4 5 →