The Effect of Personality Characteristics and Organizational Culture on Service Emotional Labor

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.