The purpose of the study was to investigate the employee personality's impact toward customer satisfaction and how employee personality directly or indirectly influenced the customer satisfaction. Two conceptual mechanisms were employed according to the statements of Five Factor Model (FFM) of personality and Service Quality Model (SERVQUAL). In addition, three elements of impact were found as following:(1) employee personality would have an influence upon employee behavior in turn to customer satisfaction;(2) employee personality would influence employee attitude in turn to customer satisfaction;(3) employee personality has an effect directly on employee performance or indirectly on employee performance via employee behavior or attitude in turn to customer satisfaction.
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