Please use this identifier to cite or link to this item: https://hdl.handle.net/11499/30168
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dc.contributor.authorKılıçarslan, Özge-
dc.contributor.authorAlbayrak, T.-
dc.date.accessioned2020-06-08T12:11:33Z
dc.date.available2020-06-08T12:11:33Z
dc.date.issued2019-
dc.identifier.issn1750-6182-
dc.identifier.urihttps://hdl.handle.net/11499/30168-
dc.identifier.urihttps://doi.org/10.1108/IJCTHR-08-2018-0102-
dc.description.abstractPurpose: The influences of personality type and mood on customer evaluations such as service quality and satisfaction are not yet explored in the tourism and travel literature. Hence, this study aims to: (1) identify the role of personality and mood in customer service quality perceptions and overall satisfaction; and (2) assess these variables’ impact on service quality perception–overall satisfaction relationship. Design/methodology/approach: To achieve the study’s objectives, firstly, 383 data were collected from German tourists staying in a five-star hotel in Antalya, Turkey. Then, the survey participants were clustered into four groups according to their personality types (A vs B) and mood (bad vs good). Findings: Service quality perceptions and overall satisfaction of the participants were shown to vary according to their personality types and moods. In addition, the results indicated that personality type and mood might change the effect of perceived service quality on overall satisfaction. Research limitations/implications: As the survey sample is limited to German tourists staying in a five-star hotel in Antalya, Turkey, the study findings should be carefully generalised to other nationalities and service settings. Originality/value: For service enterprises, it is important to understand how the psychological characteristics of the customers affect the perception of the services they offer. Therefore, the customer mood and personality traits, as well as their impacts on perceived service quality, have received wide coverage in the literature. However, to the best of the authors’ knowledge, this study is the first attempt to investigate the interrelationships of mood, personality, service quality perception and overall satisfaction in the hospitality context. © 2019, Emerald Publishing Limited.en_US
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Ltd.en_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectCustomer satisfactionen_US
dc.subjectGerman touristsen_US
dc.subjectMooden_US
dc.subjectPersonality typeen_US
dc.subjectService quality perceptionen_US
dc.subjectconsumption behavioren_US
dc.subjecthospital sectoren_US
dc.subjecthospitality industryen_US
dc.subjectperceptionen_US
dc.subjectservice qualityen_US
dc.subjecttourismen_US
dc.subjecttourist behavioren_US
dc.subjectAntalya [Turkey]en_US
dc.subjectTurkeyen_US
dc.titleThe effects of mood and personality type on service quality perception and customer satisfactionen_US
dc.typeArticleen_US
dc.identifier.volume13en_US
dc.identifier.issue1en_US
dc.identifier.startpage98
dc.identifier.startpage98en_US
dc.identifier.endpage112en_US
dc.identifier.doi10.1108/IJCTHR-08-2018-0102-
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.identifier.scopus2-s2.0-85065232237en_US
dc.identifier.wosWOS:000470910900007en_US
dc.identifier.scopusqualityQ2-
dc.ownerPamukkale University-
item.fulltextNo Fulltext-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.grantfulltextnone-
item.languageiso639-1en-
item.cerifentitytypePublications-
item.openairetypeArticle-
crisitem.author.dept21.02. Tourism Management-
Appears in Collections:Scopus İndeksli Yayınlar Koleksiyonu / Scopus Indexed Publications Collection
Turizm Fakültesi Koleksiyonu
WoS İndeksli Yayınlar Koleksiyonu / WoS Indexed Publications Collection
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