The effects of mood and personality type on service quality perception and customer satisfaction
The effects of mood and personality type on service quality perception and customer satisfaction
复制标题
情绪和性格类型对服务质量感知和顾客满意度的影响
DOI：
10.1108/ijcthr-08-2018-0102
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发表时间：
2019
期刊：
影响因子：
--
通讯作者：
T. Albayrak
中科院分区：
文献类型：
--
作者：
Özge Kocabulut;T. Albayrak
目的
个性类型和情绪对顾客评价，如服务质量和满意度的影响，在旅游和旅游文献中还没有被探讨。因此，本研究的目的是：(1)识别个性和情绪在顾客服务质量知觉和总体满意度中的作用；(2)评估这些变量对服务质量知觉-总体满意关系的影响。
设计/方法/方法
为了实现这项研究的目标，首先，从住在土耳其安塔利亚一家五星级酒店的德国游客那里收集了383份数据。然后，调查参与者根据他们的性格类型(A和B)和情绪(坏和好)被分成四组。
发现
参与者的服务质量感知和总体满意度因其个性类型和情绪的不同而不同。此外，研究结果还表明，人格类型和情绪可能会改变感知服务质量对总体满意度的影响。
研究限制/影响
由于调查样本仅限于住在土耳其安塔利亚一家五星级酒店的德国游客，因此研究结果应该谨慎地推广到其他国家和服务机构。
原创性/价值
对于服务企业来说，重要的是了解客户的心理特征如何影响他们提供的服务的感知。因此，顾客情绪和人格特征及其对感知服务质量的影响在文献中得到了广泛的报道。然而，据作者所知，这项研究是第一次在酒店环境下调查情绪、个性、服务质量知觉和总体满意度之间的相互关系。
Purpose
The influences of personality type and mood on customer evaluations such as service quality and satisfaction are not yet explored in the tourism and travel literature. Hence, this study aims to: (1) identify the role of personality and mood in customer service quality perceptions and overall satisfaction; and (2) assess these variables’ impact on service quality perception–overall satisfaction relationship.
Design/methodology/approach
To achieve the study’s objectives, firstly, 383 data were collected from German tourists staying in a five-star hotel in Antalya, Turkey. Then, the survey participants were clustered into four groups according to their personality types (A vs B) and mood (bad vs good).
Findings
Service quality perceptions and overall satisfaction of the participants were shown to vary according to their personality types and moods. In addition, the results indicated that personality type and mood might change the effect of perceived service quality on overall satisfaction.
Research limitations/implications
As the survey sample is limited to German tourists staying in a five-star hotel in Antalya, Turkey, the study findings should be carefully generalised to other nationalities and service settings.
Originality/value
For service enterprises, it is important to understand how the psychological characteristics of the customers affect the perception of the services they offer. Therefore, the customer mood and personality traits, as well as their impacts on perceived service quality, have received wide coverage in the literature. However, to the best of the authors’ knowledge, this study is the first attempt to investigate the interrelationships of mood, personality, service quality perception and overall satisfaction in the hospitality context.
影响因子：
12.9
作者：
J. Cronin;Steven A. Taylor
通讯作者：
J. Cronin;Steven A. Taylor