Personality dimensions and service failure severity : a cross-sectional study in the cellular industry

dc.contributor.authorKruger, Liezl-Marie
dc.contributor.emailliezlmarie.kruger@up.ac.zaen_ZA
dc.date.accessioned2016-06-01T07:50:26Z
dc.date.available2016-06-01T07:50:26Z
dc.date.issued2016
dc.description.abstractService providers base service recovery efforts to retain consumers on service failure severity. A good understanding of possible effects on service failure severity is therefore necessary, and so this study examined the effects of personality dimensions on service failure severity. A hierarchical regression analysis was performed on data collected from 564 respondents through convenience sampling. The results indicated signifi cant effects of Extraversion and Agreeableness on perceived service failure severity. In terms of theory, this study extends the infl uence of the trait theory of personality to service failure research. Furthermore, practical recommendations for cell phone network providers’ service recovery strategies include combining restorative and apologetic strategies.en_ZA
dc.description.departmentMarketing Managementen_ZA
dc.description.librarianam2016en_ZA
dc.description.sponsorshipThe North-West Universityen_ZA
dc.description.urihttp://www.unisa.ac.za/default.asp?Cmd=ViewContent&ContentID=22335en_ZA
dc.identifier.citationKruger, L 2016, 'Personality dimensions and service failure severity : a cross-sectional study in the cellular industry', Southern African Business Review, vol. 20, pp. 159-182.en_ZA
dc.identifier.issn1561-896X (print)
dc.identifier.issn1998-8125 (online)
dc.identifier.urihttp://hdl.handle.net/2263/52817
dc.language.isoenen_ZA
dc.publisherUnisa Pressen_ZA
dc.rights© Copyright. Southern African Business Review, College of Economic and Management Sciences, University of South Africa.en_ZA
dc.subjectService failure severityen_ZA
dc.subjectPersonality dimensionsen_ZA
dc.subjectAgeen_ZA
dc.subjectService failureen_ZA
dc.subjectService recovery strategiesen_ZA
dc.subjectCell phone network provideren_ZA
dc.titlePersonality dimensions and service failure severity : a cross-sectional study in the cellular industryen_ZA
dc.typeArticleen_ZA

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