Title: Assessing the effects of personality traits on the service quality of Korean logistics personnel

Authors: Young-Ei Kim, Simon W. Tai, Jung-Wan Lee

Addresses: Marketing Department, College of Business and Management, Seoul Digital University, 1 Shinsa-dong Kangnam-ku, Seoul, Republic of Korea. ' Finance Department, Bang College of Business, KIMEP 2 Abai Avenue, Almaty, 050010, Kazakhstan. ' Administrative Sciences Department, Metropolitan College, Boston University, 808 Commonwealth Avenue, Boston, MA 02215, USA

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: human resource management; HRM; internal marketing; logistics personnel; personality traits; personality tests; customer orientation; service quality; SERVQUAL; South Korea; employee perceptions; logistics management.

DOI: 10.1504/WREMSD.2009.026807

World Review of Entrepreneurship, Management and Sustainable Development, 2009 Vol.5 No.3, pp.311 - 324

Published online: 26 Jun 2009 *

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