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首页> 外文期刊>Journal of Business Research >Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach
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Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach

机译：个性，情绪智力和适应性对娱乐场主持人服务绩效的影响：一种分层方法

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摘要

The premium player segment is a major source of revenues and profit for the casino sector. In their roles as providers of personalised services casino hosts are an important determinant in attracting and retaining this market segment. The service performance of such hosts impacts on both player retention and casino profitability. In seeking to explain these relationships, the present study identifies the antecedents of host service performance by using the five factor model of personality (FFM) and the concepts of emotional intelligence and adaptiveness. The researchers test the proposed relationships by adopting a hierarchical approach to FFM and emotional intelligence as basic personality traits or independent variables, adaptiveness as a surface trait or mediator, and host performance as the dependent variable. A sample of casino hosts at a large Australasia-based casino responded to a questionnaire-based survey which considered the five factors of personality, emotional intelligence, adaptiveness and service performance ratings. The results indicate that the FFM, emotional intelligence and adaptiveness have a significant influence on host performance. Structural equation modelling confirmed the existence of a hierarchical relationship between the basic personality traits, adaptiveness and performance outcomes and demonstrates that the inclusion of a mediator contributes to an enhanced evaluation of service performance. These findings enrich the literature by identifying new traits and provide insights that will support practitioners with their selection and training-related activities.
机译：高端玩家市场是赌场行业收入和利润的主要来源。作为个性化服务的提供者，赌场主人是吸引和保留这一细分市场的重要决定因素。此类主机的服务性能会影响玩家保留率和赌场盈利能力。在试图解释这些关系时，本研究通过使用人格五因素模型（FFM）以及情商和适应性的概念来确定主机服务性能的前因。研究人员通过采用分层方法将FFM和情绪智力作为基本的人格特质或自变量，将适应性作为表面特质或介体，并将宿主表现作为因变量来测试所建议的关系。一家在澳大拉西亚大型娱乐场的娱乐场主持人样本对基于问卷的调查做出了回应，该调查考虑了人格，情商，适应性和服务绩效等级的五个因素。结果表明，FFM，情绪智力和适应性对寄主的表现有重要影响。结构方程建模证实了基本人格特征，适应性和绩效结果之间存在等级关系，并证明了中介者的加入有助于增强对服务绩效的评估。这些发现通过识别新特征丰富了文献，并提供了支持从业者选择和培训相关活动的见解。

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