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Relationships between personality, emotional labor, work engagement and job satisfaction in service professions

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Mróz J., Kaleta K.
International Journal of Occupational Medicine and Environmental Health
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2016
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vol. 29
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issue 5
767-782
EN
Objectives Although there have been studies linking personality to selected aspects of functioning at work, Polish literature reports a shortage of detailed analyses considering, e.g., specific professional groups or certain variables. The aim of our study was to explore the links between personality traits and emotional labor, work engagement and job satisfaction among service workers. Material and Methods The study was based on a cross-sectional, self-report survey of 137 workers representing different service industries in Poland. Each participant received a demographic data sheet and a set of questionnaires: NEO Five-Factor Inventory, the Deep Acting and Surface Acting Scale, the Job Satisfaction Scale and the Utrecht Work Engagement Scale – all in their Polish versions. Results A correlation analysis revealed numerous relationships between the examined variables. However, results of the regression analysis showed that only some personality traits were related with individual aspects of functioning at work. Neuroticism accounted for the phenomenon of faking emotions. Conscientiousness was significantly related to general work engagement, vigor and dedication. Agreeableness and neuroticism significantly predicted job satisfaction. Conclusions Individual personality traits account for various aspects of work functioning. Int J Occup Med Environ Health 2016;29(5):767–782
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