search query: @indexterm SERVICE MANAGEMENT / total: 228
reference: 93 / 228
| Author: | Hurley, R. F. |
| Title: | Customer service behavior in retail settings: A study of the effect of service provider personality. |
| Journal: | Journal of the Academy of Marketing Science
1998 : SPR, VOL. 26:2, p. 115-127 |
| Index terms: | SERVICE MANAGEMENT SERVICE INDUSTRIES CUSTOMERS SALES MANAGEMENT INDIVIDUAL BEHAVIOUR |
| Language: | eng |
| Abstract: | Researcher suggests that service orientation is an aspect of personality that affects service performance. Four studies were done to explore the effect of personality on customer service behavior among frontline sales personnel in a fast-food convenience store chain. An explanatory qualitative study with customers, store managers and salespeople showed that there was consistency in the trait descriptors used to describe superior service providers. Another study validated scales that measure the personality constructs (extroversion, adjustment, and agreeableness) underlying trait descriptors noted in the exploratory study. Finally, the results of two studies showed that personality does influence customer service and that superior service providers tend to be higher in extroversion and agreeablesness. |
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