초록 열기/닫기 버튼
This study is intended to look into how similarity perception of 5 personality types between customers and service employees affects likability and interpersonal trust in top luxury hotels to improve the customer service, and how likability is mediated in the relationship between similarity of 5 personality types and interpersonal trust. The results of this study were as follows. First, hypothesis 1 showed that similarity in extroversion, stability and sincerity of 5 personality types has a statistically significant negative effect on likability and interpersonal trust. In other words, likability has increased along with similarity perception of extroversion, stability and sincerity between customers and employees as a lower grade of customers' personality similarity perception of employees has made their personality similar. Second, hypothesis 2 showed that likability has a statistically significant positive effect on interpersonal trust. Consequently, the practical research and methods have to be put forward from different angles, including nonverbal look control to improve service employees' likability as likability is an important factor to improve customers' interpersonal trust. Third, hypothesis 2 showed that likability is mediated in the relationship between 5 types of personality similarity and interpersonal trust, which the similarity of stability and sincerity satisfies the conditions of partial and full mediation, respectively.
키워드열기/닫기 버튼
Personality similarity, likablility, Interpersonal Trust
