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Current Issues in Services Management

Multidisciplinary Perspectives

Edited By Elbeyi Pelit, Hasan Hüseyin Soybali and Ali Avan

The authors attempt to bring current issues in services management and different approaches in the field of social sciences together. This book deals with topics such as emotional interactions in the service environment, innovative approaches and applications, organizational behavior, financial performance, tourism management and marketing strategies in services management. It explores different perspectives in contemporary services management and paves the way for the understanding of actual tendencies.

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

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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,...

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