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Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry

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  • Sohn, Hae-Kyung
  • Lee, Timothy Jeonglyeol

Abstract

This study aimed to 1) explore to what extent service providers’ emotional labour is affected by personality as measured using HEXACO personality factors, 2) analyze the affect of emotional labour on the performance of required emotional display rules, and 3) investigate differences in emotional labour depending on service providers’ demographic characteristics. From a questionnaire survey of employees in different service sectors in Korea, four HEXACO personality factors, Extraversion, Agreeableness, Conscientiousness, and Openness were found to have a positive influence on emotional labour. Deep acting has a positive influence on the requirement to display positive emotions and a negative influence on the requirement to hide negative emotions. Demographic variables generally do not affect emotional labour. This study provides practical information about employees to managers in the service industry. It could help in recruitment, the management of human resources, and enhance a company’s service assessment.

Suggested Citation

  • Sohn, Hae-Kyung & Lee, Timothy Jeonglyeol, 2012. "Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry," Tourism Management, Elsevier, vol. 33(1), pages 116-125.
    • Handle: RePEc:eee:touman:v:33:y:2012:i:1:p:116-125
    DOI: 10.1016/j.tourman.2011.02.010
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    References listed on IDEAS

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    1. Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
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    Cited by:

    1. Neslihan Kan Sonmez, 2021. "The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya," Istanbul Business Research, Istanbul University Business School, vol. 50(2), pages 303-329, November.

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