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

Ching-I Teng () and Tzu-Wei Liu ()

Service Business, 2014, vol. 8, issue 2, 375-397

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. Copyright Springer-Verlag Berlin Heidelberg 2014

Keywords: Conscientiousness; Emotional stability; Service quality; Service personnel; Service personnel personality (search for similar items in EconPapers)
Date: 2014
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DOI: 10.1007/s11628-013-0200-3

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