Abstract
Service providers often work under serious time constraints that increase the likelihood of service failure. This study uses a dual processing model to investigate how time pressure and the conscientiousness of service providers interact to influence service failure. This study hypothesizes that time pressure is positively related to service failure for health service providers with low levels of conscientiousness, but not for those with high levels of conscientiousness. A cross-sectional design and paper-based questionnaires were used. The study hypotheses were then analyzed using regression analyses. The results of this study supported the hypotheses. Moreover, the empirical findings support the dual processing model.
| Original language | English |
|---|---|
| Pages (from-to) | 659-677 |
| Number of pages | 19 |
| Journal | Service Business |
| Volume | 8 |
| Issue number | 4 |
| DOIs | |
| State | Published - 12 2014 |
Bibliographical note
Publisher Copyright:© 2013, Springer-Verlag Berlin Heidelberg.
Keywords
- Conscientiousness
- Dual processing model
- Service failure
- Service provider
- Time pressure