A dyadic study of customer and employee personality on service employee affective delivery

Author

Liu, Xiao-Yu

Author_Institution

Bus. Sch., Univ. of Int. Bus. & Econ., Beijing, China

fYear

2011

fDate

25-27 June 2011

Firstpage

1

Lastpage

4

Abstract

This study explores customer personality (emotional stability) and employee personality (agreeableness) as well as their interaction effect on service employee affective delivery. Data was sampled in two chain restaurants from 259 dyads customers, service employees and supervisors. Results showed that employees´ agreeableness increases their affective delivery; and employees´ agreeableness enhances the relationship between customers´ emotional stability and employees´ affective delivery. Implications for personnel selection, placement, and development are derived.

Keywords

catering industry; customer services; employee welfare; industrial psychology; personnel; customer emotional stability; customer personality; employee agreeableness; employee personality; personnel development; personnel placement; personnel selection; restaurants; service employee affective delivery; Analytical models; Correlation; Industries; Personnel; Psychology; Stability analysis; Affective Delivery; Agreeableness; Emotion; Emotional Stability; Service;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2011 8th International Conference on

Conference_Location

Tianjin

ISSN

2161-1890

Print_ISBN

978-1-61284-310-0

Type

conf

DOI

10.1109/ICSSSM.2011.5959385

Filename

5959385