Effects of Personality Traits on Quality of Service of Service Staff in Catering Industry - Aspect of Emotional Labor

The proportion of dining-out population is increasing with the rapid development of social economy. It is considered that service staff presenting positive emotion has become the essential condition in the dinning process. To further have the customers perceive pleasure and satisfaction, service staff in catering industry actively and heartedly serving customers is critical. For this reason, this study tends to verify the effects of Personality Traits on Quality of Service of service staff in catering industry from the aspect of Emotional Labor. Total 270 copies of questionnaires are distributed to the first-line service staff of Grand Hyatt Taipei and 196 valid copies are retrieved, with the retrieval rate 73%. The research results show significant correlations between: (1) Personality Traits and Emotional Labor, (2) Emotional Labor and Quality of Service, and (3) Personality Traits and Quality of Service. The practicability of the research results are further proposed suggestions.