The Relationship Between Service Orientation and Five Factor Personality Traits: A Study on Hotel Employees

Yıl 2017, Cilt: 12 Sayı: 48, 272 - 283, 31.10.2017

Ömer Akgün Tekin

Öz

Service is one of the major factors enabling sustainable competitive advantage in hospitality sector. Service provider's service orientation, abilities and other individual qualities as well as quality of service play an important role in making the service provided ensure customer satisfaction. Obviously, services are closely related to their providers and are deeply affected by individual qualities. There can be no doubt that personality traits are among individual qualities guiding the service providers attitude and approach and an interaction between personality traits and service orientation is possible. The main purpose of this research has been to study the relationship between service orientation of individuals offering insight on their tendency to serve and their personality traits. The study also analyzes the relationship between service orientation and demographic and personal qualifications of employees. The study has been carried out with 186 participants working in various departments of five star hotels in Ankara using quantitative methods. The study indicated a significant relationship between service oriented approach and openness trait of hotel employees, and showed that service orientation attitude vary based on employees' gender, training level, education in tourism and monthly income.

Anahtar Kelimeler

Hotel Employees, Service Orientation, Five Factor Personality Trait

Hizmet Odaklılık ve Beş Faktör Kişilik Özellikleri Arasındaki İlişkiler: Otel Çalışanları Üzerine Bir Araştırma

Öz

Otelcilik sektöründe sürdürülebilir rekabet üstünlüğünün sağlanmasında en önemli faktörlerden biri hizmet olgusudur. Sunulan hizmetin memnuniyet sağlamasında hizmetin niteliği kadar sunucunun hizmet odaklılığı, yetenekleri ve diğer bireysel özellikleri de önemlidir. Çünkü hizmet doğası itibariyle sunucusuna bağımlı olup, bireysel niteliklerinden ciddi düzeyde etkilenebilen bir olgudur. Sunucunun tutum ve davranışlarına yön veren bireysel niteliklerden biri de şüphesiz kişilik özellikleridir ve kişilik özellikleri ile hizmet odaklılık arasında da bir etkileşimin olması muhtemeldir. Bu araştırmada bireylerin hizmet verme eğilimleri hakkında fikir veren hizmet odaklılıkları ve kişilik özellikleri arasındaki ilişkileri incelemek temel amaç olarak belirlenmiştir. Öte yandan araştırmada çalışanların hizmet odaklılıkları ile demografik ve kişisel özellikleri arasındaki ilişkiler de incelenmiştir. Araştırma Ankara'daki beş yıldızlı otellerin çeşitli departmanlarında çalışan 186 kişi üzerinde nicel yöntemler kullanılarak gerçekleştirilmiştir. Araştırma sonucunda otel çalışanlarının hizmet odaklılık tutumları ile açıklık kişilik özelliği arasında anlamlı bir ilişki olduğu belirlenmiş, hizmet odaklılık tutumunun çalışanların cinsiyetlerine, eğitim düzeylerine, turizm mezuniyetlerine ve aylık gelir düzeylerine göre farklılaştığı görülmüştür.

Anahtar Kelimeler

Otel Çalışanları, Hizmet Odaklılık, Beş Faktör Kişilik Özellikler

Kaynakça

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