The Relationship Between Service Orientation and Five Factor Personality Traits: A Study on Hotel Employees

Authors : Ömer Akgün Tekin

Pages : 272-283

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Publication Date : 2017-10-31

Article Type : Research

Abstract :Service is one of the major factors enabling sustainable competitive advantage in hospitality sector. Service provider's service orientation, abilities and other individual qualities as well as quality of service play an important role in making the service provided ensure customer satisfaction. Obviously, services are closely related to their providers and are deeply affected by individual qualities. There can be no doubt that personality traits are among individual qualities guiding the service providers attitude and approach and an interaction between personality traits and service orientation is possible. The main purpose of this research has been to study the relationship between service orientation of individuals offering insight on their tendency to serve and their personality traits. The study also analyzes the relationship between service orientation and demographic and personal qualifications of employees. The study has been carried out with 186 participants working in various departments of five star hotels in Ankara using quantitative methods. The study indicated a significant relationship between service oriented approach and openness trait of hotel employees, and showed that service orientation attitude vary based on employees' gender, training level, education in tourism and monthly income.
Keywords : Hotel Employees, Service Orientation, Five Factor Personality Trait