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Current Issues in Services Management

Multidisciplinary Perspectives

by Elbeyi Pelit (Volume editor) Hasan Hüseyin Soybali (Volume editor) Ali Avan (Volume editor)
Edited Collection 164 Pages

Table Of Content

  • Cover
  • Title Page
  • Copyright Page
  • Preface
  • About the editors
  • About the book
  • Citability of the eBook
  • Contents
  • List of Contributors
  • A Conceptual Evaluation of Personality and the Internal Sources of Emotion in Service Enterprises
  • Technological Factors That Effect Hospital Efficiency: A Study Based on Training and Research Hospitals in Turkey
  • The Relationship between Challenge- and Hindrance-Related Self-Reported Work Stress and Self-Reported Job Performance
  • Smart City Applications at the Local Government Structure in Turkey: The Case of Bursa Metropolitan Municipality
  • Subsidiarity Principle Reflection on the Tourism Sector
  • The Concept of Holiday and Travel in Islam: The Understanding of Halal Tourism and Investments Which Serve within the Frame of this Understanding (A Sample Study on a Chosen Pilot Facility)
  • Possible Causes of Burnout and Burnout Syndrome in Tourism Businesses
  • Organizational Justice and Reflections in Tourism Industry
  • Determination of Organizational Identification Levels of Five Star Hotels’ Employees According to Their Individual Characteristics: The Case of Antalya
  • Evaluation of the Activities of International Five Star Chain Hotel Businesses in Terms of Sustainable Tourism and the Ankara Study Case
  • List of Figures
  • List of Tables
  • About Editors

List of Contributors

Asst. Prof. Türkmen Taşer Akbaş,

Pamukkale University, Faculty of Economics and Administrative Sciences, takbas@pau.edu.tr

Assoc. Prof. Dr. Halil Akmeşe,

Necmettin Erbakan University, Faculty of Tourism, halilakmese@gmail.com

Asst. Prof. Ali Avan,

Afyon Kocatepe University, Faculty of Tourism, aliavan@aku.edu.tr

Asst. Prof. Pınar Yalçın Balçık,

Hacettepe University, Department of Health Management, pyalcin@hacettepe.edu.tr

Assoc. Prof. Dr. Ahmet Baytok,

Afyon Kocatepe University, Faculty of Tourism, ahmetbaytok@aku.edu.tr

Prof. Dr. Ahmet Büyükşalvarcı,

Necmettin Erbakan University, Faculty of Tourism, abuyuksalvarci@konya.edu.tr

Asst. Prof. Zuhal Önez Çetin,

Uşak University, Public Administration Department, zuhal.cetin@usak.edu.tr,

Dr. Şerif Ahmet DEMİRDAĞ

Giresun University, School of Bulancak Kadir Karabaş Applied Sciences, serif.demirdag@giresun.edu.tr

Assoc. Prof. Dr. Meral ELÇİ,

Gebze Technical University, Faculty of Business Administration, emeral@gtu.edu.tr

Dr. Ayça Karahan,

Pamukkale University, Kale Vocational School, akarahan@pau.edu.tr

Assoc. Prof. Dr. Yasin Keleş,

Ondokuz Mayıs University, Tourism Faculty, yasin.keles@omu.edu.tr

Asst. Prof. Gonca Kılıç,

Afyon Kocatepe University, Faculty of Tourism, kilicgonca@aku.edu.tr

Murat Konca, MSc

Hacettepe University, Faculty of Economics and Administrative Sciences murat.konca@hacettepe.edu.tr

Çiğdem Okşit, MSc

Afyon Kocatepe University, Faculty of Tourism, coksit@gmail.com

Asst. Prof. Zişan Korkmaz Özcan,

Süleyman Demirel University, Faculty of Economics and Administrative Sciences, zisankorkmaz@sdu.edu.tr

Gökhan Şener

Necmettin Erbakan University, Faculty of Tourism, gokhan.sener@outlook.com.tr

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Dr. Gamze Yorgancıoğlu Tarcan,

Hacettepe University, Faculty of Economics and Administrative Sciences, gamze@hacettepe.edu.tr

Asst. Prof. H. Neyır Tekeli,

İstanbul Kültür University, Vocational School of Business Administration n.tekeli@iku.edu.tr

Assoc. Prof. Dr. Özcan Zorlu,

Afyon Kocatepe University, Faculty of Tourism, ozcanzorlu@aku.edu.tr

Ali Avan, Özcan Zorlu, and Ahmet Baytok

A Conceptual Evaluation of Personality and the Internal Sources of Emotion in Service Enterprises

1 Introduction

Personality traits and expression of emotions are the basic elements that reveal individuals’ role in social group and community. Hence, in a social atmosphere, individuals exhibit some attitudes and certain behaviors through their personality traits. In literature, instant reactions and changes of an individual are called emotion; conversely, these reactions and changes are called personality traits if they are continuous. Researches on determining common emotions and reactions of individuals in a certain period brought out five-factor personality traits, which are very popular today. Those five-factor personality traits also identify basic emotions when they are considered as instant (transient) reactions.

Individuals verbalize their emotional interactions with certain concepts such as fear, anger, happiness, and sadness. Because of those interactions, several physical, psychological, and behavioral reactions are formed in the individual. When individuals are exposed to more intense emotional experiences, they are more psychologically affected. However, each person experiences emotional interactions at a different level and intensity. This difference resulted from the effects of experiences, biological structure and personality traits. For instance, it is not expected that a self-confident individual who makes a speech at a conference will experience emotional states such as anxiety, concern, etc. On the other hand, a person who has a lack of self-confidence could experience those emotional states more intensively even though he/she is well prepared to the subject. Although the quality of the speech lay on a variety of factors such as individuals’ personality traits, compositions of speech, and preparation period, it is highly affected by the individual’s previous experiences. This person could improve his/her speech’s quality by concerning negative elements and his/her emotional states in previous experiences.

This chapter explains the importance of determining the internal sources of emotion and revealing the role of personality traits and emotions at this process in service organizations. Services have distinct characteristics like intangibility, inseparability, perishability, and heterogeneity. These characteristics effect the interaction between guests and employees directly. Especially, the inseparability ←11 | 12→characteristic of services, which refers simultaneously to production and consumption of services, is one of the specific atmospheres in which fundamental emotions occur because this atmosphere embrace communication and interaction between guest and staff due to service delivery process. This atmosphere involves intense social interactions, and it is an unavoidable fact that personality traits and emotions directly affect interpersonal communication, interaction, and individual’s likelihood of success.

Within this context, firstly, personality and personality traits are explained, and then the notion of emotion and the relationships between emotion and personality have been discussed. Later on, we made some descriptions about the internal sources of emotion, and due to its relation to the subject, we discussed emotional contagion, which is very important at the interactions observed in service atmosphere. We assume that this chapter will contribute to the current literature by explaining social and behavioral dimensions of certain interactions in service atmosphere, by revealing similarities and differences between personality traits and emotions, and by focusing internal sources of emotion.

2 What Is Personality?

The concept of personality is etymologically derived from the Latin word “personalis”, Medieval Latin word personalitas, and then French word personnalité, which refers to distinctive character. Today personality means “quality or fact of being a person” (Online Etymology Dictionary, 2019). Another research defines the term as mask and states that the concept is derived from the Latin word “persona”. Thus, personality involves the studies about masks that people wear (Wilderdom, 2019). In spite of the existence of extended literature, today, there is not a universal agreement about the meaning of personality…. Most people tend to equate personality with social success (i.e., having a “good or popular personality”, or having “a lot of personalities”) and to describe personality by a single dominant characteristic (i.e., strong, weak, or polite) (Luthans, 2011: 125). APA – American Psychological Association – (2019) verbalize personality as individual differences in characteristic patterns of thinking, feeling, and behaving. Some of the other definitions on personality are as follows:

A characteristic way of thinking, feeling, and behaving (Encyclopedia Britannica, 2019).

The dynamic organization within the individual of those psychophysical systems that determine his unique adjustments to the environment (Allport, 1937: 38).

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Certain, steady, and consistent characteristics of an individual (Özkalp & Kırel, 2011: 72).

Biographical notes

Elbeyi Pelit (Volume editor) Hasan Hüseyin Soybali (Volume editor) Ali Avan (Volume editor)

Elbeyi Pelit is Professor at the Faculty of Tourism, Afyon Kocatepe University, Afyonkarahisar (Turkey). Hasan Huseyin Soybali is Associate Professor at the Faculty of Tourism, Afyon Kocatepe University, Afyonkarahisar (Turkey). Ali Avan is Assistant Professor at the Faculty of Tourism, Afyon Kocatepe University, Afyonkarahisar (Turkey).

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Title: Current Issues in Services Management