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Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry
Journal article   Peer reviewed

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

Hae-Kyung K Sohn and Timothy J Lee
Tourism Management, Vol.33(1), pp.116-125
2012
DOI: https://doi.org/10.1016/j.tourman.2011.02.010
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https://doi.org/10.1016/j.tourman.2011.02.010View
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Abstract

emotional labour personality factors service industry labor service provision service sector tourism Korea
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.

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Environmental Studies
Hospitality, Leisure, Sport & Tourism
Management
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