Theoretical Test of A Five-Factor Theory of Personality and Positive Psychological Capital influencing the Service Behavior of Hotel Staff and the Development of a Behavior Development Manual
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Abstract
This research was 2 phases for studying two objects 1) Testing Five-Factors Personality Theory and Positive Psychological Capital that effects the service behavior of hotel staff and 2) behavioral development manual. Data were collected from volunteered employees working in 31 3-star hotels, totaling 350 people. The instrument used in the research was a Five-Factors personality scale. Positive Psychology Capital Measure and service behavior evaluation form. The statistics used for data analysis were the analysis of the Structural Equation Modeling (SEM) and the effect size analysis using the Cohen calculation. Then the behavior development model was developed from the result of the SEM. The results of the 1 phase showed that The Five-Factors Personality trait influenced the service behavior of hotel staff through Positive Psychological Capital. The personality traits of Neuroticism, Extraversion, Openness to Experience, Agreeableness, and Conscientiousness had indirect effects equal to -.13, .10, .05, .10, and .06. It was found that the influences of Positive Psychological Capital on all 5 perspectives of service behaviors were significant. Also, resilience had the highest effect size for all perspectives. The researcher then designed a Service Behavioral Manual to recruit and improve the service behavior of 3-star hotel staff by developing a Positive Psychological Capital on Resilience with using asset – focused strategies and process-focused strategies. In conclusion the model of behavior development named Pacharasathien Model explaining the collaborative mechanisms between the personality theory and positive psychology capital that leads to the service behavior of the hotel staff. The model can be applied to the process of recruiting, developing, and improving the service personnel.
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