Title

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

This item is only available in print in the UCF Libraries. If this is your thesis or dissertation, you can help us make it available online for use by researchers around the world by downloading and filling out the Internet Distribution Consent Agreement. You may also contact the project coordinator Kerri Bottorff for more information.

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

Print

Identifier

DP022197

Language

English

Access Status

Open Access

Length of Campus-only Access

None

Document Type

Honors in the Major Thesis

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