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Understanding customer service: Pers...

Kwan, Julianne Lena.

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Understanding customer service: Personality and learning perspectives.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Understanding customer service: Personality and learning perspectives./
作者:	Kwan, Julianne Lena.
面頁冊數:	165 p.
附註:	Source: Dissertation Abstracts International, Volume: 58-02, Section: B, page: 1011.
Contained By:	Dissertation Abstracts International58-02B.
標題:	Business Administration, Marketing. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9723066
ISBN:	9780591321241

Understanding customer service: Personality and learning perspectives.
Kwan, Julianne Lena.

Understanding customer service: Personality and learning perspectives. - 165 p.

Source: Dissertation Abstracts International, Volume: 58-02, Section: B, page: 1011.

Thesis (Ph.D.)--University of California, Berkeley, 1996.

This study sought to further understanding regarding customer service by investigating why individuals differ on this construct. Two orientations, personality (e.g., basic, stable characteristics) and experiential learning (e.g., life experiences over time), were explored as antecedents to customer service behaviors. The relationship between each orientation separately and together in explaining customer service was investigated in two studies which utilized data from a large health care organization.

ISBN: 9780591321241Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Understanding customer service: Personality and learning perspectives.
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100 1 $a Kwan, Julianne Lena. $3 1918914
245 1 0 $a Understanding customer service: Personality and learning perspectives.
300 $a 165 p.
500 $a Source: Dissertation Abstracts International, Volume: 58-02, Section: B, page: 1011.
500 $a Chair: Sheldon Zedeck.
502 $a Thesis (Ph.D.)--University of California, Berkeley, 1996.
520 $a This study sought to further understanding regarding customer service by investigating why individuals differ on this construct. Two orientations, personality (e.g., basic, stable characteristics) and experiential learning (e.g., life experiences over time), were explored as antecedents to customer service behaviors. The relationship between each orientation separately and together in explaining customer service was investigated in two studies which utilized data from a large health care organization.
520 $a Study 1 focused on the effects of a personality orientation on customer service. Two hundred and ninety two incumbents from various positions completed a personality test which included the California Psychological Inventory (CPI). Ratings of customer service were obtained from participants' supervisors. Results found 21 of the 25 CPI scales were significantly related to customer service ratings. Regression analyses found that Self-Acceptance and Achievement via Conformity together explained the maximum variance in customer service. No occupational differences were found between CPI scales and customer service.
520 $a Study 2 focused on the effects of a learning orientation on customer service, and on how personality and learning together predict customer service. Three hundred and twenty five job applicants for various positions completed a personality measure. As the measures of learning, participants completed a case studies measure and resume ratings were obtained. The scoring key for the case studies was developed empirically and rationally. Ratings of customer service were obtained from supervisors.
520 $a Study 2 results found that customer service ratings were consistent across time. For the personality measure, Study 1 results were replicated. For the learning measures, the case studies measure had the strongest correlation to customer service while the resume measure proved ineffective. Rational and empirical keying for the case studies provided similar results. Regression analyses found that learning and personality explained similar parts of the variance in customer service, with personality the better predictor. The relationship between each orientation and customer service was not consistent across time.
520 $a Based on the findings, a model is presented to represent the relationship between personality, learning and customer service. Limitations and future research directions are highlighted. Selection and training implications are discussed as well.
590 $a School code: 0028.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Psychology, Industrial. $3 520063
650 4 $a Psychology, Personality. $3 1017585
650 4 $a Psychology, Cognitive. $3 1017810
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710 2 0 $a University of California, Berkeley. $3 687832
773 0 $t Dissertation Abstracts International $g 58-02B.
790 1 0 $a Zedeck, Sheldon, $e advisor
790 $a 0028
791 $a Ph.D.
792 $a 1996
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9723066