Purpose –The purpose of this paper is to examine the relationship between personality traits and employees’ service recovery performance in service companies.
Design/methodology/approach – The research adopted the quantitative approach and survey strategy. The measurements tools used in the study are adopted from the extant literature. The sample was taken from four service sector including hotels, restaurant, telecom companies and electrical repair companies. Data were gathered through online self-administered questionnaires from 72 customer service staff by using a snowball sampling technique. Data were analysed by using the multiple regressions analysis.
Finding – The findings of the study indicate that among the five personality traits openness and conscientiousness are positively related to SRP, while neuroticism is negatively related to SRP. These findings are in the line with some previous research. Moreover, no relationship has been found between the two personality traits agreeableness and extraversion and SRP which unlike the findings of the previous research. Culture differences may the reason for the differences in results.
Originality/value – Very little attention has been given to examine the relationship between personality traits and SRP. Examining this relationship help the mangers in service firms to identify the characterise of the employees that could carry out a high SRP. This research fills a gap in the extant literature related to SRP by examining the impact of personality on SRP.