Effects of Personality on Service Quality in Business Transactions

Ching-I Teng, Kuei-Wen Huang and I-Ling Tsai

The Service Industries Journal, 2007, vol. 27, issue 7, 849-863

Abstract: This study describes the relationships among a salesperson's personality, similarity in terms of personality between salesperson and purchase representative (rep), and service quality perceived by purchase reps. The following findings were obtained: (1) agreeableness of a salesperson was negatively related to the responsiveness perceived by purchase reps; (2) salesperson neuroticism was negatively related to purchase rep perceptions of assurance, empathy, and overall service quality; and (3) the similarity in extraversion between salesperson and purchase reps was negatively correlated with purchase rep perceptions of reliability, responsiveness, assurance, empathy, and overall service quality.

Date: 2007
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DOI: 10.1080/02642060701570495

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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