Personality and Customer Service
- 1 October 1996
- journal article
- research article
- Published by SAGE Publications in Psychological Reports
- Vol. 79 (2) , 675-681
- https://doi.org/10.2466/pr0.1996.79.2.675
Abstract
92 working adults in a major customer service business completed the Customer Service Questionnaire and the Costa and McCrae measure of their five factor personality dimensions. Strongest correlations with the 11 customer service factors were positive for Extraversion (.68), negative for Neuroticism (−.67), and positive for Conscientious (.55). The results provide some construct validity for the Customer Service Questionnaire. Recommendations for practice are made.Keywords
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