期刊刊名：經營管理論叢特刊 　 卷期：4期(2011)

篇名出版日期：2011年12月1日

作者：梁仲正,黃永全,林建安,林聖宗,

語言：English

關鍵字：Five Factor Model, SERVQUAL, Personality, Customer satisfaction,五因素模型,服務品質模型,人格,顧客滿意

被點閱次數：57次

閱讀時間：5119sec

摘要：
The purpose of the study was to investigate the employee personality’s impact toward customer satisfaction and how employee personality directly or indirectly influenced the customer satisfaction. Two conceptual mechanisms were employed according to the statements of Five Factor Model (FFM) of personality and Service Quality Model (SERVQUAL). In addition, three elements of impact were found as following:(1) employee personality would have an influence upon employee behavior in turn to customer nsatisfaction;(2) employee personality would influence employee attitude in turn to customer satisfaction;(3) employee personality has an effect directly on employee performance or indirectly on employee performance via employee behavior or attitude in turn to customer satisfaction.

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