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Effects of Personality on Service Quality in Business Transactions

Author

Listed:
  • Ching-I Teng
  • Kuei-Wen Huang
  • I-Ling Tsai

Abstract

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.

Suggested Citation

  • Ching-I Teng & Kuei-Wen Huang & I-Ling Tsai, 2007. "Effects of Personality on Service Quality in Business Transactions," The Service Industries Journal, Taylor & Francis Journals, vol. 27(7), pages 849-863, October.
    • Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:849-863
    DOI: 10.1080/02642060701570495
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    References listed on IDEAS

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    1. Hung-Chang Chiu & Neng-Pai Lin, 2004. "A service quality measurement derived from the theory of needs," The Service Industries Journal, Taylor & Francis Journals, vol. 24(1), pages 187-204, January.
    2. Chiung-Ju Liang & Wen-Hung Wang, 2006. "The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty," The Service Industries Journal, Taylor & Francis Journals, vol. 26(2), pages 119-145, March.
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    Cited by:

    1. I-Chen Lee & Jui-fen Rachel Lu & Ching-Wen Fu & Ching-I Teng, 2017. "Why Can Some Service Employees Provide Service of a Consistently High Quality While Others Cannot?," Service Science, INFORMS, vol. 9(2), pages 167-180, June.
    2. Argyris, Young Anna & Muqaddam, Aziz & Miller, Steven, 2021. "The effects of the visual presentation of an Influencer's Extroversion on perceived credibility and purchase intentions—moderated by personality matching with the audience," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Sercan Hatipoglu & Erdogan Koc, 2023. "The Influence of Introversion–Extroversion on Service Quality Dimensions: A Trait Activation Theory Study," Sustainability, MDPI, vol. 15(1), pages 1-19, January.

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