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

Sohn, Hae-Kyung and Lee, Timothy Jeonglyeol (2012) Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry. Tourism Management, 33 1: 116-125. doi:10.1016/j.tourman.2011.02.010


Author Sohn, Hae-Kyung
Lee, Timothy Jeonglyeol
Title Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry
Journal name Tourism Management   Check publisher's open access policy
ISSN 0261-5177
1879-3193
Publication date 2012-02
Year available 2011
Sub-type Article (original research)
DOI 10.1016/j.tourman.2011.02.010
Volume 33
Issue 1
Start page 116
End page 125
Total pages 10
Place of publication Kidlington, Oxford, United Kingdom
Publisher Pergamon
Collection year 2012
Language eng
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.
Keyword Personality factors
Emotional labour
Service industry
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ
Additional Notes Available online 21 March 2011

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2012 Collection
UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 6 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 10 times in Scopus Article | Citations
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Created: Fri, 09 Dec 2011, 14:14:52 EST by Jane Malady on behalf of School of Tourism