More is not Always Better: Configurational Effects of Competence, Emotional Intelligence, and Personality in High-Contact Service Encounters
Year: 2026
Type: article
Abstract: High-contact services are experienced through people, yet research often assumes that desirable employee attributes accumulate linearly. This study develops a configurational perspective by examining whether simultaneously high cognitive competence, emotional intelligence, and personality-related expressiveness necessarily produce the most favourable recipient responses. Higher education is treated as a high-contact professional service context in which students evaluate a provider’s expertise, emotional responsiveness, and interpersonal presentation. Eight profiles combining high and low perceived intelligence quotient (IQ), emotional quotient (EQ), and personality quotient (PQ) were compared across interest, motivation, satisfaction, and perceived performance. General Linear Model results based on the observations showed a significant multivariate profile effect, Pillai’s Trace = .108, F(28, 2076) = 2.053, p = .001, partial ?² = .027. Significant profile effects were also found for interest, motivation, satisfaction, and perceived performance, with partial ?² ranging from .066 to .081. Notably, the all-high profile did not produce the highest mean on any outcome, challenging the assumption that more favourable attributes are always better. The findings support a capability-calibration perspective in which service outcomes depend on how competence, empathy, and personality are combined, allowing for complementarity, compensation, and possible saturation effects. This extends service encounter theory by emphasizing configurations over isolated traits.
Authors: Cynthia Aling, Clarice Chua Sze Wee
Institution: Swinburne University of Technology Sarawak Campus
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7221448441
FWCI:
Cites:
Cited by:
Related to: