Personality and Customer Service in Retail

Robert F. Hurley

Proceedings of the 1996 Academy of Marketing Science (AMS) Annual ConferenceDevelopments in Marketing Science: Proceedings of the Academy of Marketing Science（2015）

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摘要

Three aspects of personality were hypothesized to be related to customer service. Discriminant analysis confirmed that the "good" service providers rated themselves higher in Extraversion, Patience and Understanding, and Adjustment. These results suggest that personality effects employees' service orientation and performance.

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关键词

Customer Service,District Manager,Service Personnel,Service Orientation,Improve Service Quality

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