The Relationship of Personality Type and the Service Recovery Process in Hospitality Organizations
Abstract
This research aims to investigate the role of employee's personality type (most specifically introversion/extraversion) in the service recovery process. Toe literature review suggests that introverts and extraverts exhibit unique traits. Toe researcher hypothesizes that those traits associated with most extraverts may inhibit their performance in the service recovery process. It is believed their consistent tendencies to talk in argumentative tones, ill attention span, and disregard direction can have damaging results on the recovery process. Based on the research objectives, a survey was designed and data was collected from a sample of approximately 140 students in an Introduction to hospitality management or Guest service management class from the Rosen College of Hospitality Management, at the University of Central Florida in Orlando, Florida. Toe participants who ranked in the extreme levels of introversion or extraversion responses were used. Their information was then analyzed using statistical programs and tested for main effects. Toe research findings suggest there is a relationship between personality and the service recovery process. Though two hypotheses were not supported by the data, the data analysis results supported the hypothesis that extraverts have a greater capability for empowerment. It is believed further investigation will reveal other human resource management issues for which personality will play a significant role in.
Notes
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Thesis Completion
2007
Semester
Fall
Advisor
Okumus, Feuzi
Degree
Bachelor of Science (B.S.)
College
Rosen College of Hospitality Management
Degree Program
Hospitality Management
Subjects
Dissertations, Academic -- Hospitality Management;Hospitality Management -- Dissertations, Academic
Location
Rosen College of Hospitality Management
Format
Identifier
DP0022197
Language
English
Access Status
Open Access
Length of Campus-only Access
None
Document Type
Honors in the Major Thesis
Recommended Citation
Perez, Rachel Elise, "The Relationship of Personality Type and the Service Recovery Process in Hospitality Organizations" (2007). HIM 1990-2015. 702.
https://stars.library.ucf.edu/honorstheses1990-2015/702