Özsoy Emrah, Griffiths Mark D, Ak Şahinoğlu Zeynep
Sakarya Business School, Sakarya University, Sakarya, Turkey.
International Gaming Research Unit, Psychology Department, Nottingham Trent University, Nottingham, UK.
Aust J Psychol. 2024 Aug 12;76(1):2389842. doi: 10.1080/00049530.2024.2389842. eCollection 2024.
Emotional labour is expected, especially from service sector employees, to ensure customer satisfaction and meet corporate expectations. Previous studies have mainly focused on the effects of emotional labour on employees. Few studies have examined its predictors in terms of personality traits. In the present study, the predictive levels of the Big Five and dark triad traits on emotional labour were examined possibly for the first time.
Four hundred and seventy-three service sector employees participated in the research. Data were collected using an online survey comprising questions relating to the Big Five personality traits, dark triad personality traits, emotional labour and personal (demographic) information. Descriptive statistics, internal consistency test, Pearson's correlation and hierarchical regression were used to analyse the data.
According to the findings, Machiavellianism was the strongest predictor of surface acting, and agreeableness was the strongest predictor of deep acting and naturally felt emotions. Narcissism was found to be a predictor of surface acting.
As a result of examining the Big Five and dark triad traits in predicting emotional labour styles, the fact that agreeableness predicted deep acting and naturally felt emotions suggests that agreeableness should be given closer attention in recruitment and promotion decisions, especially in the service sector.
期望服务行业员工进行情绪劳动，以确保客户满意度并满足公司期望。以往研究主要聚焦于情绪劳动对员工的影响。很少有研究从人格特质方面考察其预测因素。在本研究中，首次对大五人格特质和黑暗三人格特质对情绪劳动的预测水平进行了考察。
473名服务行业员工参与了该研究。通过在线调查收集数据，调查内容包括与大五人格特质、黑暗三人格特质、情绪劳动及个人（人口统计学）信息相关的问题。采用描述性统计、内部一致性检验、皮尔逊相关分析和分层回归分析数据。
根据研究结果，马基雅维利主义是表层扮演的最强预测因素，宜人性是深层扮演和自然感受到的情绪的最强预测因素。自恋被发现是表层扮演的一个预测因素。
通过考察大五人格特质和黑暗三人格特质对情绪劳动方式的预测作用，宜人性能预测深层扮演和自然感受到的情绪这一事实表明，在招聘和晋升决策中，尤其是在服务行业，应更密切关注宜人性。
