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Service failure,time pressure,and conscientiousness of service providers: the dual processing model perspective |
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| Authors: | Ching-I Teng Angela Shin-Yih Chen Hao-Yuan Chang Ching-Wen Fu |
| Affiliation: | 1. Graduate Institute of Business and Management, College of Management, Chang Gung University, 259, Wenhua 1st Rd, Gueishan, 333, Taoyuan, Taiwan 2. Department of Business Administration, National Taipei University, New Taipei City, Taiwan 3. Department of Nursing, College of Medicine, National Taiwan University, Taipei, Taiwan 4. Department of Health Care Management, College of Management, Chang Gung University, Gueishan, Taiwan |
| Abstract: | 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. |
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