The Effect of Personality Characteristics and Organizational Culture on Service Emotional Labor
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Abstract
This study analyzed data from 328 emotional workers to examine how personality traits and organizational culture affect emotional labor. Extraversion (CR value – 3.078, *** ρ < .001), agreeableness (CR value 2.135, * ρ < .05), and neuroticism (CR value 2.557, * ρ < .05) are significant in surface acts of emotional labor. The results showed that conscientiousness (CR value 1.761) and openness (CR value -0.55) were not significant. In internal behavior, extraversion (CR value 3.771, *** ρ < .001) and openness (CR value 3.216, ** ρ < 0.1) appeared significantly, while agreeableness (CR value -1.42) and conscientiousness (CR value 0.322)), neuroticism (CR value –0.324) was not significant.
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