MARC 主機 00000nam  2200373   4500 
001    AAI3139300 
005    20050315120512.5 
008    050315s2003                        eng d 
020    0496864458 
035    (UnM)AAI3139300 
040    UnM|cUnM 
100 1  John, Jeannie Denise 
245 14 The effects of employee service quality provision and 
       customer personality traits on customer participation, 
       satisfaction, and repurchase intentions 
300    174 p 
500    Source: Dissertation Abstracts International, Volume: 65-
       07, Section: A, page: 2684 
500    Director:  Abhijit Biswas 
502    Thesis (Ph.D.)--Louisiana State University and 
       Agricultural & Mechanical College, 2003 
520    This research investigates customer-employee interaction 
       during service encounters, and whether the relationships 
       between customer personality traits and quality of the 
       employee's service delivery will impact the customer's 
       participation, satisfaction, and repurchase intentions. 
       Consumer personality is differentiated in terms of the 
       self-monitoring (Snyder 1987) and locus of control (Roster
       1966) traits. Service quality provision is manipulated in 
       terms of technical versus functional quality inputs, and 
       whether these inputs are provided in a positive (i.e., 
       good/superior) or negative (i.e., bad/poor) manner. These 
       manipulations yield four combinations of service quality 
       inputs: (1) positive technical and functional quality 
       inputs; (2) positive technical, but negative functional 
       quality inputs; (3) negative technical, but positive 
       functional quality inputs; or (4) negative technical and 
       functional quality inputs 
520    It was hypothesized that the effect of service quality 
       inputs upon customer participation, satisfaction and 
       behavioral intentions will interact with individual 
       differences. In particular, customers with high self-
       monitoring personality styles will prefer to participate 
       most actively in situations where the service provider's 
       inputs are strongly differentiated in terms of positive 
       functional quality, rather than technical quality. In 
       contrast, customers with internal locus of control 
       personality styles will prefer to participate most 
       actively in situations where the service provider's inputs
       are strongly differentiated in terms of positive technical
       quality, rather than functional quality. Moreover, 
       customers will evaluate these encounters concomitantly. 
       Thus, it was hypothesized that customer participation can 
       have both positive and negative outcomes depending on the 
       psychological style of the customer and on the type of 
       service quality inputs. The study results indicate that 
       components of technical and functional quality inputs into
       the service creation and delivery, and personality trait 
       differences, can have varying impacts upon the overall 
       service quality evaluations of customers, their 
       generalized satisfaction with service encounters, and 
       their repurchase intentions 
520    This dissertation consists of the following sections: 
       first, a gap in the literature is exposed that suggests a 
       potential area of contribution; second, the conceptual 
       framework for the study is provided; third, the study 
       design is presented along with the results of the 
       empirical research, and finally, the conclusions and 
       managerial and research implications are discussed 
590    School code: 0107 
590    DDC 
650  4 Business Administration, Marketing 
650  4 Psychology, Cognitive 
650  4 Business Administration, General 
690    0338 
690    0633 
690    0310 
710 20 Louisiana State University and Agricultural & Mechanical 
773 0  |tDissertation Abstracts International|g65-07A 
856 40 |u