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How do personality interactions affect service quality? the perspective of processing efficiency theory

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  • Ching-I Teng
  • Tzu-Wei Liu

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. Copyright Springer-Verlag Berlin Heidelberg 2014

Suggested Citation

  • Ching-I Teng & Tzu-Wei Liu, 2014. "How do personality interactions affect service quality? the perspective of processing efficiency theory," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 375-397, June.
    • Handle: RePEc:spr:svcbiz:v:8:y:2014:i:2:p:375-397
    DOI: 10.1007/s11628-013-0200-3
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    References listed on IDEAS

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    1. Hsin Chang & Don Jeng & Mohamad Hamid, 2013. "Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 17-35, March.
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    Cited by:

    1. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
    2. Ayşe Banu Elmadağ & Alexander E. Ellinger, 2018. "Alleviating job stress to improve service employee work affect: the influence of rewarding," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 121-141, March.
    3. Luu Tuan, 2015. "From clinical governance through CSR and knowledge sharing to clinical error control," Service Business, Springer;Pan-Pacific Business Association, vol. 9(4), pages 687-709, December.
    4. Huang, Han-Chung & Cheng, T.C.E. & Huang, Wei-Fan & Teng, Ching-I, 2018. "Impact of online gamers’ personality traits on interdependence, network convergence, and continuance intention: Perspective of social exchange theory," International Journal of Information Management, Elsevier, vol. 38(1), pages 232-242.

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