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

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