Lee Seungsin, Park Jungkun, Back Ki-Joon, Hyun Hyowon, Lee Suk Hyung
Department of Global Business & Consumer, Konkuk University, Seoul, South Korea.
Business School, Hanyang University, Seoul, South Korea.
Front Psychol. 2020 May 15;11:631. doi: 10.3389/fpsyg.2020.00631. eCollection 2020.
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.
服务提供者的人格特质是向顾客提供恰当服务以使他们在服务过程中感到满意的重要决定因素之一。尽管有大量关于人格特质和情绪劳动的研究，但很少有实证研究探讨酒店中层管理人员的人格特质对其对酒店业承诺的因果影响。因此，本研究旨在考察酒店中层管理人员的人格对承诺的两个维度的影响：组织承诺和服务质量承诺，这两个维度由情绪变量（情绪劳动和情绪耗竭）介导。本研究的样本包括美国南部一个大都市提供全方位服务酒店的266名部门经理。结果证实了酒店中层管理人员的人格特质，尤其是外向型人格，在组织承诺和服务质量承诺方面的重要作用。酒店经营者应营造一种工作环境，通过定期培训和筛选，持续促进一致的情绪，以减少员工的情绪耗竭，增加组织承诺和服务质量承诺，最终降低员工的离职意愿。
