Effects of Personality Traits on Quality of Service of Service Staff in Catering Industry – Aspect of Emotional Labor
Autori:
Yu - Hsien CHOU
Cod: ISSN: 1583-3410 (print), ISSN: 1584-5397 (electronic)
Dimensiuni: pp. 216-226
How to cite this article:Chou, Y.H. (2015). Effects of Personality Traits on Quality of Service of Service Staff in Catering Industry – Aspect of Emotional Labor. Revista de Cercetare si Interventie Sociala, 51, 216-226. |
Abstract:
The proportion of dining-out population is increasing with the rapid development
of social economy. It is considered that service staff presenting positive emotion
has become the essential condition in the dinning process. To further have the
customers perceive pleasure and satisfaction, service staff in catering industry
actively and heartedly serving customers is critical. For this reason, this study
tends to verify the effects of Personality Traits on Quality of Service of service
staff in catering industry from the aspect of Emotional Labor. Total 270 copies of
questionnaires are distributed to the first-line service staff of Grand Hyatt Taipei
and 196 valid copies are retrieved, with the retrieval rate 73%. The research
results show significant correlations between: (1) Personality Traits and Emotional
Labor, (2) Emotional Labor and Quality of Service, and (3) Personality Traits and
Quality of Service. The practicability of the research results are further proposed
suggestions.
Keywords:
personality traits, emotional labor, quality of service, perceived behavior, catering industry.
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