IEEE - Institute of Electrical and Electronics Engineers, Inc. - A dyadic study of customer and employee personality on service employee affective delivery

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

Author(s): Xiao-yu Liu
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 June 2011
Conference Location: Tianjin, China, China
Conference Date: 25 June 2011
Page(s): 1 - 4
ISBN (CD): 978-1-61284-309-4
ISBN (Electronic): 978-1-61284-311-7
ISBN (Paper): 978-1-61284-310-0
ISSN (CD): 2161-1890
ISSN (Paper): 2161-1890
DOI: 10.1109/ICSSSM.2011.5959385
Regular:

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... View More

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