A Study of the Relationships between the Personality Traits and Service Behaviors among Hotel Employees－A Case of the Regent Taipei

• Main Authors: Wong, Huei- Fang, 翁慧芳
• Other Authors: Dr. Liu, Yuan- An
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/78055668803083359668

碩士 === 中國文化大學 === 觀光休閒事業管理研究所 === 99 === ABSTRACT This study empirically examines the relationship between hotel employees’ personality traits and their service behavior. A survery questionnaire was designed and distributed to all the employees in the Regent Taipei. The measurement of personality traits was applied from the Big Five Model(Costa & McCrae, 1992)and the service behavior items were adopted from Tsaur & Lin’s(2004) research. A total of 911 questionaires were issused and valid data were 796(88%). Data analyses included descriptive statistics, factor analysis, t-test, ANOVA analysis and multiregressions. Majoy findings are listed below: 1.Hotel employees with agreeableness personality would significantly provide both in- and extra- role service behaviors. 2.Hotel employees with conscientiousness personality would significantly provide both in- and extra-role service behaviors. 3.The personality trait of extraversion is not significantly relted with in- role service behavior. As well, the personality trait of extraversion would significantly provide extra- role service behavior. 4.The personality trait of neuroticism would significantly provide in- role service behavior.The personality trait of neuroticism is not significantly related with extra- role service behavior. 5.Hotel employees who tend to be openness to experience would significantly provide both in-and extra- role service behaviors.