Marketing

Conscientiousness

Service (business)

Service provider

Service model

Social psychology

Literature

Extraversion and introversion

Computer science

Business

Big Five personality traits

Psychology

Artificial intelligence

Dual (grammatical number)

Perspective (graphical)

Personality

Service delivery framework

Service Business

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.

Service failure, time pressure, and conscientiousness of service providers: the dual processing model perspective