The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments

Frontiers in Psychology

article

Seungsin Lee¹  Jungkun Park²  Ki-Joon Back³  Hyowon Hyun²  Suk Hyung Lee⁴ 

[1] Department of Global Business & Consumer, Konkuk University;Business School, Hanyang University;Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, United States;College of Interdisciplinary Studies, SeoKyeong University

关键词: hotel middle managers;    personality traits;    emotional labor;    emotional exhaustion;    organizational commitment;    service quality commitment;   

DOI  :  10.3389/fpsyg.2020.00631

学科分类：社会科学、人文和艺术（综合）

来源: Frontiers

【 摘 要 】

Service providers personality traits is one of important determinants to deliver proper service to customers to make them satisfied in service delivery. Despite numerous studies on personality traits and emotional labor, little empirical work has been conducted to investigate the causal effects of hotel middle managers’ personality traits on their commitment to the hospitality industry. Thus, this study aims to examine the effects of hotel middle managers’ personality on two dimensions of commitments: organizational commitment and service quality commitment meditated by emotional variables: emotional labor and emotional exhaustion. The sample of this study consists of 266 department managers from full-service hotels in a metropolitan city in the Southern United States. The results confirmed the significant role of hotel middle managers’ personality traits, especially expressive personality, in organizational commitment and service quality commitment. Hotel operators should foster a work setting that consistently promotes congruent emotions via regular training and screening to reducing employees’ emotional exhaustion, increasing organizational commitment and service quality commitment, ultimately, reducing employees’ turnover intentions.

【 授权许可】

CC BY