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The Relationship between the Emotional Exhaustion and Customer Orientation of Service Employees by the Big Five Personality Factors - Focusing on the Foodservice Industry -
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외식업체 서비스종사원의 성격유형(Big5)이 감정고갈과 고객지향성에 미치는 영향

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Type
Academic journal
Author
Lee, Kyungmin (충남대학교) Baek, Seorin (충남대학교) Oh, Hyesun (충남대학교) Jeon, Minsun (충남대학교)
Journal
Korean Association of Human Ecology Korean Journal of Human Ecology Vol.26 No.3 KCI Accredited Journals
Published
2017.6
Pages
227 - 243 (17page)
DOI
10.5934/kjhe.2017.26.3.227

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The Relationship between the Emotional Exhaustion and Customer Orientation of Service Employees by the Big Five Personality Factors - Focusing on the Foodservice Industry -
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As the management environment of the food service sector becomes more intense, human services is being emphasized as a differentiation strategy. Especially, not only do personality traits of employees have a major impact on customer satisfaction and corporate image enhancement through customer service but they also improve job performance. The purpose of this study was to investigate the effects of emotional exhaustion and customer orientation according to the personality types of service employees in the foodservice industry. Ultimately, the study aimed to improve service quality and contribute towards an improvement of customer satisfaction by proposing a personnel management plan for food service providers. In this study, a survey that targeted service employees who worked in the Daejeon area, South Korea, was carried out combining two survey methods, an online questionnaire and an offline questionnaire for about a month. As results, among the big five personality traits, employees who have high conscientiousness and agreeableness have high degree of customer orientation and can improve customer satisfaction regarding service. Also, neuroticism increased the degree of emotional exhaustion. It was also analyzed that, among customer orientation, emotional depletion is high among employees that endeavor to satisfy customers’ desire and the higher the kindness of an employee, the lower the degree of emotional exhaustion. Furthermore, The higher the factor of exaggerate and modify of emotions, the more the customer orientation was improved while the higher the emotional exhaustion and emotional dissonance factors were, the more the customer orientation declined.
#emotional exhaustion #customer orientation #service employees #the big five personality traits #Big5 성격유형 #서비스종사원 #감정고갈 #고객 지향성

Contents

Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구방법
Ⅳ. 연구결과
Ⅴ. 결론 및 시사점
국문초록
감사의 글
REFERENCES

References (69)

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An, C. B. (2016). The effect of personality characteristics of hotel cooks on organization effectiveness and job performance. Unpublished master’s thesis. Hansung University, Korea. Bae, H. S. (2012). The effect of emotional labor on job stress: An investigation of moderating effects of big5. Unpublished master’s thesis. Chonnam University, Korea. Bang, J. Y. (2015). Examining the impact of job demands, job resources, emotional exhaustion, job engagement, and self-efficacy on job satisfaction of coffee store employees. Unpublished master’s thesis. Sejong University, Korea. Cho, H. J. & Koo, B. K. (2008). A study on the effects of role stress of airlines employee on their burnout. Korea Academic Society of Tourism Management, 22(4), 357-375. Choe, M. S. (2014). The relationship of the emotional labor, Big 5 and job engagement: focused on the front-line service provider at hotel. Unpublished master’s thesis. Kyunghee University, Korea.

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