Abstract
The personality antecedents of two types of customer service behavior (i.e., role-prescribed and extra-role) were studied in conjunction with the effects of experimentally manipulating participants' accountability. The results (n = 286) of a videotape-based questionnaire suggested differences between the personality antecedents of these two types of service behavior, suggesting that personality-based selection procedures should be consistent with the extent to which the organization's customer service philosophy promotes imaginative vs. scripted reactions to customer queries.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.