...David A. Gilliam; Steven W. Rayburn Purpose This paper aims to examine how other-regarding personality traits relate to reciprocity among frontline employees (FLEs). Design/methodology/approach Other-regarding personality variables were used to model the propensity for reciprocity and actual...

...Kate L. Daunt; Lloyd C. Harris Purpose This paper aims to examine the associations between individual factors (personality and demographic variables) and contextual factors (servicescape and situation‐specific variables), and the motives that drive episodes of dysfunctional customer behavior...

...Ulrich R. Orth; Frauke Heinrich; Keven Malkewitz Purpose The personality impressions evoked by service environments play a key role in attracting and retaining customers. This paper explores the interior design of service and retail environments, and links the designer perspective...

... examine the relative effects of dispositional variables (e.g. personality of service provider), as well as service climate and job satisfaction on five dimensions of customer‐oriented behavior. The research hypotheses are tested using self‐report data collected from 270 nurses in five hospitals (public...

...Avinandan Mukherjee; Neeru Malhotra; Olukemi O. Sawyerr; Shanthi Srinivas; Sijun Wang Purpose The challenge of attracting and retaining high performing call center employees is significant. Research in general has shown a link between personality factors and job performance. This study aims...

... environment, i.e. a theatre company, this study was set in a retail context where transactional customers are more likely. Personality traits as a means to identify customers who are prone to forming relationships with their service providers were also investigated. Design/methodology/approach In total...

...Kelli Bodey; Debra Grace Purpose This study examines service “complainers” and “non‐complainers” on the basis of four personality characteristics (perceived control, Machiavellianism, self‐efficacy, self‐monitoring) and attitude toward complaining. Design/methodology/approach This study...

... characteristics and to analyze critically the findings. The research design serves as a model for the research process, analysis and interpretation to be utilized in other service marketing arenas. Promotion of health care has evolved from an emphasis on advertising to a current interest in personal selling...