Assessing the Effects of Personality Traits on the Service Quality of Korean Logistics Personnel

World Review of Entrepreneurship, Management and Sustainable Development, Vol. 5, No. 3, pp. 311-324, 2009; DOI: 10.1504/WREMSD.2009.026807

Posted: 20 Dec 2017 Last revised: 22 Dec 2017

See all articles by Young-Ei Kim

Young-Ei Kim

Seoul Digital University - Department of Business Administration

Simon Tai

Bang College of Business

Jung Wan Lee

Boston University - Department of Administrative Sciences

Date Written: July 30, 2009

Abstract

The purpose of this study is to examine the relationship between personality traits and service quality perceptions of the employees of logistics organisations. This study administered the Big-Five scale to derive the measurements of personality traits and the SERVQUAL (RATER) scale to measure service quality perception. Data for this study were collected through an online (web-based) survey from personnel of many logistics organisations in South Korea. The results of this study confirm that correlations between these variables are statistically significant. This study provides additional insights about the relationships and practical applications of these variables. Recommendations are made for the strategic integration of marketing and human resource management practices.

Keywords: Logistics, Human Resource Management, Internal Marketing, Logistics Personnel, Personality Traits, Personality Test, Customer Orientation, Service Quality, SERVQUAL

Suggested Citation

Kim, Young-Ei and Tai, Simon and Lee, Jung Wan, Assessing the Effects of Personality Traits on the Service Quality of Korean Logistics Personnel (July 30, 2009). World Review of Entrepreneurship, Management and Sustainable Development, Vol. 5, No. 3, pp. 311-324, 2009; DOI: 10.1504/WREMSD.2009.026807 . Available at SSRN: https://ssrn.com/abstract=3089161

Young-Ei Kim

Seoul Digital University - Department of Business Administration ( email )

Seoul, 04157
Korea, Republic of (South Korea)

Simon Tai

Bang College of Business ( email )

KIMEP
Almaty
Kazakhstan

Jung Wan Lee (Contact Author)

Boston University - Department of Administrative Sciences ( email )

808 Commonwealth Avenue
Boston, MA 02215
United States
617 358 5627 (Phone)
617 353 6840 (Fax)

HOME PAGE: http://www.bu.edu/met

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