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01.06.2014 | Empirical Article

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

verfasst von: Ching-I Teng, Tzu-Wei Liu

Erschienen in: Service Business | Ausgabe 2/2014

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Abstract

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.

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Titel: How do personality interactions affect service quality? the perspective of processing efficiency theory
verfasst von: Ching-I Teng
Tzu-Wei Liu
Publikationsdatum: 01.06.2014
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 2/2014
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-013-0200-3

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