TY - JOUR
T1 - Effects of personality on service quality in business transactions
AU - Teng, Ching I.
AU - Huang, Kuei Wen
AU - Tsai, I. Ling
PY - 2007/10
Y1 - 2007/10
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=34748837963&partnerID=8YFLogxK
U2 - 10.1080/02642060701570495
DO - 10.1080/02642060701570495
M3 - 文章
AN - SCOPUS:34748837963
SN - 0264-2069
VL - 27
SP - 849
EP - 863
JO - Service Industries Journal
JF - Service Industries Journal
IS - 7
ER -