Service failure, time pressure, and conscientiousness of service providers: the dual processing model perspective
Journal
SERVICE BUSINESS
Journal Volume
8
Journal Issue
4
Pages
659
Date Issued
2014-12
Author(s)
Abstract
Service providers often work under serious time constraints that increase the likelihood of service failure. This study uses a dual processing model to investigate how time pressure and the conscientiousness of service providers interact to influence service failure. This study hypothesizes that time pressure is positively related to service failure for health service providers with low levels of conscientiousness, but not for those with high levels of conscientiousness. A cross-sectional design and paper-based questionnaires were used. The study hypotheses were then analyzed using regression analyses. The results of this study supported the hypotheses. Moreover, the empirical findings support the dual processing model.
Subjects
Service failure; Time pressure; Conscientiousness; Service provider; Dual processing model; PATIENT SAFETY; CARE QUALITY; YOUNG-ADULTS; PERSONALITY; IMPACT; PERFORMANCE; ENCOUNTERS; BEHAVIOR; NURSES; ORIENTATION
SDGs
Publisher
SPRINGER HEIDELBERG
Type
journal article