JENYO GABRIEL. K (Ph.D)
Faculty Of Business And Social Sciences, Department Of Business Administration, Adeleke University, Ede, Osun State,
The Role Of Customers’ Personality Traits On Recovery Strategies During Service Failure: A Case Study Of The Customers Of Telecommunication Companies In Nigeria
The impact of service failures on businesses whenever they occur cannot be overemphasized. Recovery strategies however, have been put forward over the years by researchers as remedies. The limitations of these strategies evidenced from past studies calls for a multidimensional approach to exploring the rationale behind the often experienced ineffectiveness where focusing on the customers perspective becomes inevitable. This research

Jenyo Gabriel. K (Ph.D)
Faculty Of Business And Social Sciences, Department Of Business Administration/marketing, Adeleke University, Ede, Osun State,
Conscientiousness, Openness To Experience: Implications On Nigerian Retail Supermarkets’ Recovery Strategies During Service Failure
The roles customers’ personality characteristics play on recovery strategies (Apology, Compensation and Refund) put forward by firms when experiencing service failure has been largely uncovered by Soyoye and Jenyo (2014). However, the study could not cover the implications of conscientiousness and Openness to Experience in the Five Factor Model (FFM) of personality. This research extends the literature further by exploring

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