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1 – 1 of 1Shanika Lakmali and Kanagasabai Kajendra
This study aims to explore customer personality traits as an antecedent of customer citizenship behaviour which positively facilitates service providers.
Abstract
Purpose
This study aims to explore customer personality traits as an antecedent of customer citizenship behaviour which positively facilitates service providers.
Design/methodology/approach
This study follows the positivism research paradigm. Hence, primary data were collected from 250 homestay visitors who stayed at five selected homestays located at Mirissa homestay zone, Sri Lanka.
Findings
The present study's findings reveal that “agreeableness,” “extraversion” and “conscientiousness” personality traits promote customer citizenship behaviour. Furthermore, the openness to “experience” trait identified to have a statistically insignificant relationship with CCB and neuroticism recorded a positive impact on the relationship between CCB and personality, contrary to the existing literature.
Practical implications
This study comprehensively explains how service providers should arrange their service facilities to increase customer willingness to perform citizenship behaviour, which helps develop their services.
Originality/value
Previous research has investigated that customer personality in terms of prosocial and proactive nature impacts CCBs. In contrast, the effect of Big Five personality traits on CCB is highlighted in this study.
Details