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October 2012 Vol. 1(9)
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Ehigie BO
Ehigie RI
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Global
Advanced Research Journal of Management and Business Studies
(GARJMBS) ISSN: 2315-5086
October 2012 Vol. 1(9), pp
327-338
Copyright © 2012 Global Advanced Research Journals
Full Length Research Paper
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Personality
factors and emotional intelligence as predictors of
frontline hotel employees’ emotional labour
1Benjamin Osayawe Ehigie, 2Rachael
Olayemi Oguntuase, 3Felix Osa Ibode,
4Rebeca Ibhaguelo Ehigie
1Professor
of Psychology, Department of Psychology, University
of Ibadan, Nigeria.
2Department
of Psychology, University of Ibadan, Nigeria
3, 4Institute
of Education, University of Ibadan, Nigeria
Corresponding Author's E-mail:
benosang@yahoo.com
Accepted 30 September, 2012
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Abstract |
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The paper examined the influence of emotional
intelligence and the big-five personality attributes
on the performance of emotional labour of hotel
frontline employees. A correlation design was
adopted. Emotional labour was viewed as both
multidimensional (deep acting and surface acting)
and one-dimensional. A total of 145 frontline hotel
workers, randomly selected from ten hotels within
Ibadan, Nigeria, participated in the study. It was
found out that hierarchical multiple regression
analysis revealed that extraversion, neuroticism,
and conscientiousness negatively predicted deep
acting, extraversion positively predicted surface
acting, while extraversion and neuroticism
negatively predicted overall emotional labour.
Emotional intelligence predicted deep acting and
overall emotional labour. The research limitation
was the fact that the study did not cover all
possible personality attributes; also the
dispositions needed for efficiency in other units of
a hotel need to be investigated. This implies that
hotel management should consider for employment into
hotel frontline positions, applicants who have
requisite dispositions on extraversion, neuroticism,
and conscientiousness, and emotional intelligence.
In addition, the training of frontline hotel workers
should be tailored towards the behavioural
dimensions of these personnel attributes. The study
ventured into an uncommon area of human capital
management in the hotel setting in Nigeria.
Keywords:
Big-Five Personality Factors; Emotional
Intelligence; Emotional Labour; Frontline Employee;
Hotel service; Nigeria
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