The Big Five and dark triad personality traits as predictors of emotional labour

Özsoy, E, Griffiths, MD ORCID: https://orcid.org/0000-0001-8880-6524 and Ak Şahinoğlu, Z, 2024. The Big Five and dark triad personality traits as predictors of emotional labour. Australian Journal of Psychology, 76 (1): 2389842. ISSN 0004-9530

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Abstract

Objective: Emotional labour is expected, especially from service sector employees, to ensure customer satisfaction and meet corporate expectations. Previous studies have mainly focused on the effects of emotional labour on employees. Few studies have examined its predictors in terms of personality traits. In the present study, the predictive levels of the Big Five and dark triad traits on emotional labour were examined possibly for the first time.

Method: Four hundred and seventy-three service sector employees participated in the research. Data were collected using an online survey comprising questions relating to the Big Five personality traits, dark triad personality traits, emotional labour and personal (demographic) information. Descriptive statistics, internal consistency test, Pearson’s correlation and hierarchical regression were used to analyse the data.

Results: According to the findings, Machiavellianism was the strongest predictor of surface acting, and agreeableness was the strongest predictor of deep acting and naturally felt emotions. Narcissism was found to be a predictor of surface acting.

Conclusions: As a result of examining the Big Five and dark triad traits in predicting emotional labour styles, the fact that agreeableness predicted deep acting and naturally felt emotions suggests that agreeableness should be given closer attention in recruitment and promotion decisions, especially in the service sector.

Item Type:	Journal article
Publication Title:	Australian Journal of Psychology
Creators:	Özsoy, E., Griffiths, M.D. and Ak Şahinoğlu, Z.
Publisher:	Informa UK Limited
Date:	2024
Volume:	76
Number:	1
ISSN:	0004-9530
Identifiers:	Number Type 10.1080/00049530.2024.2389842 DOI 2194793 Other
Rights:	© 2024 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. The terms on which this article has been published allow the posting of the Accepted Manuscript in a repository by the author(s) or with their consent.
Divisions:	Schools > School of Social Sciences
Record created by:	Laura Ward
Date Added:	14 Aug 2024 14:42
Last Modified:	14 Aug 2024 14:42
URI:	https://irep.ntu.ac.uk/id/eprint/52005

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