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Article Information:
Exploring the Role of Personality Traits and Perceived Expertise as Antecedents of Relationship Marketing in Service Context
Kambiz Heidarzadeh Hanzaee and Sepideh Farzaneh
Corresponding Author: Sepideh Farzaneh
Submitted: March 03, 2012
Accepted: March 24, 2012
Published: October 01, 2012 |
Abstract:
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The purpose of this study is to examine the impact of consumer sociability and agreeableness and
service provider perceived expertise on service relationship success. In total, 388 useable questionnaires were
collected from customers of beauty salons in Tehran, Iran. Structural equation modeling was used to analyze
the data. The findings indicated that expertise is an important antecedent of satisfaction and trust, while,
agreeableness and sociability play key roles in level of trust and commitment. Moreover, Satisfaction is affected
by customer agreeableness. In addition, the findings introduced the duration of the relationship as a
consequence of satisfaction and an antecedent of social benefits, which strengthen commitment. So, this
research found that sociability and agreeableness have a significant impact on service relationship success; thus,
providing support for the importance of customer traits in relationship marketing especially in service contexts.
Key words: Agreeableness, relationship duration, service marketing, sociability, , ,
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Cite this Reference:
Kambiz Heidarzadeh Hanzaee and Sepideh Farzaneh, . Exploring the Role of Personality Traits and Perceived Expertise as Antecedents of Relationship Marketing in Service Context. Research Journal of Applied Sciences, Engineering and Technology, (19): 3723-3731.
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ISSN (Online): 2040-7467
ISSN (Print): 2040-7459 |
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