Title :
A dyadic study of customer and employee personality on service employee affective delivery
Author_Institution :
Bus. Sch., Univ. of Int. Bus. & Econ., Beijing, China
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;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2011 8th International Conference on
Conference_Location :
Tianjin
Print_ISBN :
978-1-61284-310-0
DOI :
10.1109/ICSSSM.2011.5959385
