Effects of personality on service quality in business transactions

Ching I. Teng, Kuei Wen Huang, I. Ling Tsai

Research output: Contribution to journalJournal Article peer-review

29 Scopus citations


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.

Original languageEnglish
Pages (from-to)849-863
Number of pages15
JournalService Industries Journal
Issue number7
StatePublished - 10 2007


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