The Relationship between Personality Traits and Service Attitude in the International Tourist Hotels

• Main Authors: Chao, Hui-Yu, 趙惠玉
• Other Authors: Hsieh, An-Tien
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/74055067888105473670

博士 === 中國文化大學 === 國際企業管理研究所 === 92 === This study empirically examines the relationship between personality traits and service attitude. Because of service attributes, employees in international tourist hotels play an important role in dealing with customers. However, relatively few researches have studied how employee personality traits affect service attitude. Based on literature review and logic deduction, this study discovers that the relationship between the two variables warrants further clarification and description. Adopting mail surveys as the instrument of data collection, we investigated 412 employees in 59 international tourist hotels. We further utilized the Big Five model to examine the relationship between respondents’ personality attribute and service attitude. Specifically, we measure service attitude by means of the Service Attitude Question-naire (SAQ), focusing on customers of different cultures (European and American cus-tomers, Japanese customers and local customers), in which the Big Five personality at-tributes consist of openness, conscientiousness, extroversion, agreeableness and neu-roticism, and service attitude composes of negative emotion, perceptual behavior, and additional dedication. Empirical data indicates that employees with diverse personality traits significantly influence service attitude, supporting the hypothesis proposed by this study. Addition-ally, this study finds that employees exhibit different service attitudes toward local cus-tomers than other customers. Therefore, base on different employee personality traits, organizations can elevate service attitude and improve service to customers from dif-ferent cultures so as to maximize the results of human resources management and achieve a higher service standard.