The effects of mood and personality type on service quality perception and customer satisfaction


Kocabulut O., ALBAYRAK T.

INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH, vol.13, no.1, pp.98-112, 2019 (Journal Indexed in ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 13 Issue: 1
  • Publication Date: 2019
  • Doi Number: 10.1108/ijcthr-08-2018-0102
  • Title of Journal : INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH
  • Page Numbers: pp.98-112
  • Keywords: Customer satisfaction, Mood, Personality type, German tourists, Service quality perception, METHOD BIAS, EMOTIONS, EXPERIENCE, TOURISM, STATES, MODEL

Abstract

Purpose 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.