THE BIG FIVE PERSONALITY AND THEIR IMPACT ON CUSTOMER SERVICES IN RUSSIA, CHINA, ALBANIA, AND THE USA

Competition in organizations is taking place globally in this era as the globe has been turned into a sort of village. The purpose of this paper is to show how the customer interaction is affected by the Big Five Personality Factors namely extroversion, openness to experience, agreeableness, neuroti...

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Bibliographic Details
Published inAllied Academies International Conference. Academy of Marketing Studies. Proceedings Vol. 15; no. 1; p. 1
Main Authors Ade, Jean Patrick, Costas, Vivian, Garcia-Godos, Bettina, Iglesias, Jose, Llerena, Luis, Ramic, Alen, Carraher, Shawn, Pratt, Yasmin, Brown, Natalie, Woodside, Lorenda
Format Conference Proceeding
LanguageEnglish
Published Arden Jordan Whitney Enterprises, Inc 01.01.2010
Subjects
Age
Competitive advantage
Customer relations
Customer satisfaction
Customer services
Entrepreneurs
Entrepreneurship
Personality
Personality traits
Small business
Standard deviation
Strategic management
Studies
United States > US
China
Russia
Albania
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Summary:Competition in organizations is taking place globally in this era as the globe has been turned into a sort of village. The purpose of this paper is to show how the customer interaction is affected by the Big Five Personality Factors namely extroversion, openness to experience, agreeableness, neuroticism and conscientiousness. These correlate and impact delivery of customer services through a relationship of both personalities and influence from positions (Michael & Anders, 2000). The customers are now educated and as such know what they want and also know about making choices on issues affecting them. These have resulted in organizations been forced to think strategically in order to come up with ways of ensuring customer services are up to international standards. This has resulted in organizations merging the customer service with the personality of applicants. Personnel in the organization must as such be value creators as well as adders if the firm is to succeed in customer services and customer satisfaction. The ability to supply what is needed by customers is what keeps the service running profitably. As such, investments should be on customer satisfaction through provision of what they need (Michael & Anders, 2000). Knowledgeable employees who are both courteous and knowledgeable about what the customers require are a necessity in this age. Jobs should thus be matched with the personalities of the providers to ensure this is realized. Organizations strive to be the best nowadays in terms of service provision as this way, they will be able to deal with competition from the other similar industries (Nigel et al, 2007). [PUBLICATION ABSTRACT]