113 39

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

Title
The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments
Author
박정근
Keywords
hotel middle managers; personality traits; emotional labor; emotional exhaustion; organizational commitment; service quality commitment
Issue Date
2020-05
Publisher
FRONTIERS MEDIA SA
Citation
FRONTIERS IN PSYCHOLOGY, v. 11, article no. 631
Abstract
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.
URI
https://www.frontiersin.org/articles/10.3389/fpsyg.2020.00631/fullhttps://repository.hanyang.ac.kr/handle/20.500.11754/166319
ISSN
1664-1078
DOI
10.3389/fpsyg.2020.00631
Appears in Collections:
GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > BUSINESS ADMINISTRATION(경영학과) > Articles
Files in This Item:
The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments.pdfDownload
Export
RIS (EndNote)
XLS (Excel)
XML


qrcode

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.

BROWSE