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Journal of Services Marketing, Vol. 23, Iss. 5, 2009-07 ,pp. : 301-317

Emerald Group Publishing Ltd

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The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

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Journal of Marketing Management, Vol. 28, Iss. 9-10, 2012-08 ,pp. : 1217-1239

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Assessing the human element in service personality formation: personality congruency and the Five Factor Model

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Journal of Services Marketing, Vol. 19, Iss. 4, 2005-04 ,pp. : 187-198

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Franchisee personality: An examination in the context of franchise unit density and service classification

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European Journal of Marketing, Vol. 43, Iss. 1-2, 2009-02 ,pp. : 90-109

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The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting

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Journal of Services Marketing, Vol. 25, Iss. 2, 2011-04 ,pp. : 101-113

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