Abstract
Purpose - The study explores creativity as a mediator in the impact of proactive personality on customer orientation in light of Allport’s trait theory, 1961. Methodology/Design - The study was conducted in four- and five-star hotels in a destination resort, Cesme, Izmir. The data was obtained via a questionnaire. 194 valid questionnaires were subjected to reliability and validity test. The hypothesized relationships were tested by regression. Findings - The results show that although proactive personality increases hotel employees’ creativity, proactive personality decreases their customer-oriented behavior. In addition, the results show that employee creativity has a partial mediating effect on the relationships between proactive personality and customer orientation. Originality of the research - The results can contribute to the literature on customer orientation in the hospitality industry and assist hoteliers in hiring the right employee. They offer practical implications to encourage the proactive and creative tendencies of their current employees.
Publisher
University of Rijeka, Faculty of Tourism and Hospitality Management
Subject
Tourism, Leisure and Hospitality Management
Reference82 articles.
1. Akgündüz, Y., Özge, A.G. and Alkan, C. (2017), "Örgütsel destek algısı, iş stresi, işin anlamlılığı ve proaktif kişilik özelliklerinin çalışanların yaratıcılığına etkisi: Beş yıldızlı bir otel çalışanlarında uygulama", Uluslararası İktisadi ve İdari Bilimler Dergisi, Derg. 3, pp. 50-68. https://doi.org/10.11122/ijmeb.2013.9.20.334
2. Allport, G.W. (1961), Pattern and growth in personality, Holt, Reinhart and Winston, Oxford, England.
3. Amabile, T.M. (1988), "A model of creativity and innovation in organizations", Research in Organizational Behavior, Vol. 10, pp. 123-167.
4. Amabile, T.M., Schatzel, E.A., Moneta, G.B. and Kramer, S.J. (2004), "Leader behaviors and the work environment for creativity: Perceived leader support", The Leadership Quarterly, Vol. 15, No. 1, pp. 5-32. https://doi.org/10.1016/j.leaqua.2003.12.003
5. Baas, M., Roskes, M., Sligte, D., Nijstad, B.A. and De Dreu, C.K.W. (2013), "Personality and creativity: The dual pathway to creativity model and a research agenda", Social and Personality Psychology Compass, Vol. 7, No. 10, pp. 732-748. https://doi.org/10.1111/spc3.12062
Cited by
1 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献