Abstract
In this study, we examined the factor composition of negative impressions of city office staff among 104 male and female university and graduate students with previous experience dealing with city offices, and the personal traits associated with these negative impressions. The results suggested that negative impressions of city office staff were composed of four factors: “lack of reliability in emotional terms”, “lack of reliability in instrumental terms”, “lack of tangibles”, and “lack of empathy.” Among these, only “lack of reliability in instrumental terms” was associated with “extraversion” from the Big Five personality traits and “empathic concern” from the Interpersonal Reactivity Index.
Highlights
The center of activity in the world economy is currently undergoing a shift from the manufacturing to the service industry
We examined the factor composition of negative impressions of Relationship between Personality Traits and Constituent Factors in Impressions of Public Service: Impressions of City Office Staff as a Case Study
The results suggested that negative impressions of city office staff were composed of four factors: “lack of reliability
Summary
The center of activity in the world economy is currently undergoing a shift from the manufacturing to the service industry. Improving service industry productivity (i.e., the degree of efficiency realized in generating added value from resources) has become the subject of a lively international discussion. For this reason, services are difficult for providers to manage, and the evaluation of service quality often relies on subjective evaluations such as experience and intuitive perception. If it were possible to evaluate service quality objectively, service quality could be improved, thereby heightening service industry productivity
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