Psychological Factors that Affect Other-evaluation of the Room Service Staff in Japanese Inns : Investigation of Smiling Behavior, Eve Contact, and Personality Traits

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  • 旅館客室係の評価を規定する心理学的要因 : スマイル、アイコンタクト、パーソナリティからの検討
  • リョカン キャクシツガカリ ノ ヒョウカ オ キテイ スル シンリガクテキ ヨウイン スマイル アイコンタクト パーソナリティ カラ ノ ケントウ

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Abstract

The purpose of this research was to investigate psychological factors, including smiling behavior, eye contact, and personality traits, that affected other-evaluation(customer and employer evaluation) of the room service staff in Japanese inns. Study 1 focused on smiling behavior, eye contact, and personality traits that affected customer evaluation of the staff Study 2 dealt with personality traits that affected customer and employer evaluation. The subjects of studies 1 and 2 were room service staff(6 and 9 females, respectively). The results of study 1 demonstrated that the amount of eye contact, public self-consciousness and social anxiety were significant factors in customer evaluation of the staff. In study 2, duplicity was negatively correlated with customer evaluation, and job retention was positively correlated with it Perspective taking and lower private self-consciousness were positively correlated with employer evaluation. A higher age was positively correlated with employer evaluation.

Journal

  • The Tourism Studies

    The Tourism Studies 12 (2), 9-18, 2001

    Japan Institute of Tourism Research

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