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.
| Original language | English |
|---|---|
| Pages (from-to) | 375-397 |
| Number of pages | 23 |
| Journal | Service Business |
| Volume | 8 |
| Issue number | 2 |
| DOIs | |
| State | Published - 06 2014 |
Keywords
- Conscientiousness
- Emotional stability
- Service personnel
- Service personnel personality
- Service quality
Fingerprint
Dive into the research topics of 'How do personality interactions affect service quality? the perspective of processing efficiency theory'. Together they form a unique fingerprint.Cite this
- APA
- Author
- BIBTEX
- Harvard
- Standard
- RIS
- Vancouver