The Influence of Introversion–Extroversion on Service Quality Dimensions: A Trait Activation Theory Study
Round 1
Reviewer 1 Report
An interesting and contemporary study which gives good insight into the phenomena under inquiry.
The study is contextualised within an appropriate depth and breadth of recent literature, and adds significantly to the extant findings.
The methods of data collection and analysis are robust and appropriate, and provide a means of generating further insight into phenomena previously investigated, with the addition of new findings which contribute to knowledge in a meaningful way. The context of the research is interesting, innovative and valuable, investigating as it does the hospitality scene in Turkey, for indigenous tourists engaging with high-end service providers.
Research findings are interesting, valuable and significance is proven through analysis. The research draws nicely on the convergence of psychology, sociology and business to contribute effectively to marketing knowledge both from a theoretical perspective and that of practice within the Turkish hospitality industry.
On a personal note, and in no way negating any of the findings from this research, nor the suggestions made for future studies, I would be interested to know if there are any studies planned to procure qualitative responses from the participants. This notwithstanding, the study provides some excellent insights and contributions to the extant body of literature, and also to practitioners.
Author Response
Dear Reviewer,
We are extremely happy to hear all of these positive comments from you.
Thank you very much.
Yes. Qualitative studies are extremely useful and they provide important insights too.
Author Response File: 
Author Response.docx
Reviewer 2 Report
This article is one of the best I've reviewed in this journal. The topic, literature review, model, and overall content are well-designed, very well-organized, and relevant to the merits of the journal as well as the needs of the field. The body of the manuscript is very smooth, and the content was clearly explained and well-written. The hypotheses are well-designed, and the model is correctly chosen to examine the argument.
I appreciate that there has been a lot of reading and ground covered. The paper has a strong focus, a compelling argument and discussion, and an indication of why the paper holds value to the readership of Sustainability. I would like to congratulate the author(s) for their scientific efforts and specific contribution to the literature. I am conscious of the fact that the outcomes of this study shed light on new trends in Sustainability. Briefly, I don't have any specific suggestions. I look forward to seeing the published version of this great work and wish the best of luck to the authors!
Author Response
Dear Reviewer,
We are extremely flattered and encouraged by your sincere and positive comments.
We thank you so much.
Author Response File: Author Response.docx
Reviewer 3 Report
Dear authors, thank you for giving me the opportunity to read your manuscript.
The article presents an interesting topic. The overview is clear and well presented. I found that, in the current context, the topic addressed in the paper is certainly important.
- I think that a chapter related to "Literature Review" would succeed in linking the general information with the specific ones analyzed.
Author Response
Dear Reviewer,
We thank you so much for your encouraging and positive remarks and evaluation.
We are very happy that you found it interesting, clear, well-presented and important
Author Response File: Author Response.docx
Reviewer 4 Report
The paper proposes an interesting perspective on how customer personality influences the amount of value of service and in which quality dimension, using the case of 5-stars hotels customers in Turkey. As such, the paper's suitability with a Hospitality/Service Management/Marketing is evident, whilst the fit with the Sustainability Journal is not that clear.
Overall the paper is well written and the methodological approach and tools used are in line with the scope of the manuscript. The positioning of the paper can be strengthened, better explaining psychographic segmentation in Tourism and Hotellerie. Furthermore, the authors might want to enlarge the explanation of the 5 dimensions of SERVQUAL, both building on extant literature and providing examples of applications in the hospitality industry. By doing so, there will be more room for discussion in the conclusions.
Minor suggestions:
- lines 51-53: an introductory complete list of segmentation variables at the marketer's disposal would e appreciated. Also because marketing strategies built on behavior are frequently used in the hospitality industry
- Line 109-111: the 5 GAP model proposed by Zeithaml is paramount in understanding where the satisfaction/dissatisfaction originated. Thus, it could be interesting to spend some words in illustrating the framework. It could also serve as a basis to strengthen the conclusion.
- Line 196: add authors of reference [24] and [94], same in line 226 reference [121]
- lines 284-286: add references.
- line 526: the CRM suggestion is not really supported by any additional comments in the manuscript, as such they should it better explained. How to intercept the introvert/extrovert? Is a database the bet way to capitalize on the insight? etc.
Author Response
Dear Reviewer,
We thank you for your comments and suggestions. We have tried to take on board all of the comments made by you, along with three other reviewers who appear to be rather complimentary of the manuscript.
Author Response File: Author Response.docx
Round 2
Reviewer 4 Report
The Paper has been improved and suggested revisions have been implemented.
Still not sure about the fit of the paper with the Journal scope.
