The Relationships Among Employee Personality Traits, Service Attitude, and Service Behavior in the Leisure Farm

Abstract

Many studies emphasize the importance of first-line employees, believing that they are a significant determinant of the quality of business service and operational success. The purpose of this study is to investigate the relationships among employee personality traits, service attitude, and service behavior in the leisure farm. The study surveys first-line employees in leisure farms and uses Analysis of Moment Structures (AMOS) software to test the model. The research result indicates that employee personal traits directly affect service attitude, but it does not have a direct effect on service behavior, rather, personality traits influence service behavior through service attitude. Therefore, service attitude plays a mediation role in the relationship between employee personality traits and service behavior in the leisure farm. Because personality traits could predict service attitude and affect service behavior, this research suggests that leisure farm operators could improve service quality through employee personality traits selection.