本研究之目的旨在探討不同人格特質的餐旅服務業員工對激勵制度之需求強度。研究方法採用量化的問卷調查，以住宿及餐館業服務業400名全職員工為研究對象。所得資料使用描述性統計 (Descriptive statistics)、信度分析 (Reliability Analsis)、項目分析 (item analysis)、Kano二維品質 (Kano model) 分析以及單因子變異數分析 (One-way ANOVA)為統計方法。研究結果得知:一、餐旅服務業員工女性占半數以上，年齡為28~34歲居多，約7成5以上的人接受過大學以上教育，7成以上的人未婚。二、餐旅服務業員工對內在社會特性激勵制度的需求最高。三、人格特質分成4大集群:親和性人格特質 (14.6%)、無差異性人格特質 (37.6%)、外向開放及勤勉正直性人格特質 (22.4%) 及情緒不穩定性人格特質 (23.8%)。四、餐旅服務業員工的「親和性」、「無差異性」、「外向開放及勤勉正直性」及「情緒不穩定性」之四大人格特質類型，對於公司提供激勵制度時有顯著差異，整體而言，「外向開放及勤勉正直性」顯著高於「情緒不穩定性」人格特質。五、餐旅服務業員工的「親和性」、「無差異性」、「外向開放及勤勉正直性」及「情緒不穩定性」之四大人格特質類型，對於公司不提供激勵制度時有顯著差異，整體而言，「情緒不穩定性」人格特質顯著高於「親和性」人格特質。本研究之建議：(一)、企業須重視內在社會激勵特質之充足性，忽略情緒不穩定性員工對於激勵制度之需求。(二)、後續可針對其他產業類別之企業進行研究，或針對研究樣本不同的背景因素進行探討。

The purpose of study aims to investigate on how personality variables influence the demand of employees in the hospitality industry toward the motivation. A total of 400 full-time employees from the hospitality industry were selected to participate in this study for the quantitative survey. Descriptive statistic, Reliability Analsis, Item Analysis, Kano Model Analysis and One-way ANOVA were performed to analyze the collected data.
The results are as following: (1) The main group of employees were female, between 28 to 34 years old, possessing bachelor or master degrees and unmarried. (2)Intrinsic Social motivation were viewed as the host demanding factors to the employees. (3) Personality could be classified into four groups: agreeableness (14.6%), no differences in personality (37.6%), extraversion, openness and conscientiousness (22.4%), neuroticism (23.8%). (4) It was showed that there was a significant difference between the employees with the four types personalities as the above-mentioned and the motivation offered by the company. In a whole, the personality of “exteaversion, openness and conscientiousness” has more significant result than which of “neuroticism”. (5) The results has presented a significant difference was displayed between the employees with the four types of personalities and the motivation was not offered by the company. In a whole, the personality of “neuroticism” has more significant result than which of “agreeableness”.
Based on the research results, it is suggested that (1) Enterprises should must pay attention to the adequacy the motivation belonging to intrinsic social motivation, and relatively ignore the demand from the employees attributed to neuroticism trait. (2) Future researchers can put the emphasis on different industries, or adding manifold variables.

丁一倫 (2002)。影響員工離職傾向因素之探討-以臺中地區國際觀光旅館為例 (未出版碩士論文)。朝陽科技大學，臺中市。
于家琪 (2005)。就業服務臺從業人員人格特質對工作績效影響之研究 (未出版碩士論文)。中國文化大學，臺北市。
王怡菁 (2002)。休閒運動育樂營工作人員工作滿意來源之研究。臺灣體育運動管理學報，1，263-282。
王裕盟 (2011)。人格特質、情緒勞務與工作績效之關聯研究—以定期貨櫃航商業務人員為例 (未出版碩士論文)。國立高雄海洋科技大學，高雄市。
王慶宜 (2011)。激勵措施知覺對組織承諾與工作投入之影響─以人格特質為干擾變項(未出版碩士論文)。中原大學，桃園市。
田靜婷、賴雅莉 (2009年5月)。人格特質與心理契約違背關係之研究--以情緒調節為干擾變項。「2009第十屆管理學域國際學術研討會論文集」，朝陽科技大學。
行政院主計總處 (2013)。中華民國102年國民所得統計年報。取自行政院，主計總處，資訊網址http://ebook.dgbas.gov.tw/public/Data/512231624CA7EAUC2.pdf
何益鋒 (2007)。旅館員工人格特質、工作滿意度與反生產工作行為關係之研究 (未出版碩士論文)。國立高雄餐旅大學，高雄市。
何育緋 (2010)。人力資本提升活動與員工工作績效之關係-以知覺組織支持為中介變項(未出版碩士論文)。國立高雄應用科技大學，高雄市。
余昭 (1989)。人格心理學，臺北市：三民書局。
余鑑、于俊傑、廖珮妏 (2007)。從內部行銷觀點探討美式連鎖餐飲業 TGI Fridays 員工工作重視度與滿意度之研究 (未出版碩士論文)。國立臺灣師範大學，臺北市。
余鑑、于俊傑、廖珮妏 (2008)。連鎖餐飲業員工人格特質，工作特性，工作滿意度之研究-以美式星期五餐廳為例。臺北科技大學學報，42(2)，83-110。
岑淑筱、林佳穎 (2010)。組織文化、管理者人格特質與領導型態關係之研究-以觀光產業爲例。島嶼觀光研究，3(2)，26-50。
李再長、李俊杰、曾雅芬 (2005)。大型企業組織生涯管理、個人生涯規劃、個人人格特質、工作滿意度之關連研究。人力資源管理學報，5(1)，53- 76。
李序僧 (1992)。管理心理學。臺北市：哈佛企管顧問公司。
李娸維、高瑞新、廖翊雅、劉文宏 (2010)。臺灣漁會領導型態與激勵制度對員工工作績效影響之研究。公共行政學報，36，91-123。
李雈娣 (2000)。國小兒童性格特質之研究 (未出版碩士論文)。國立屏東師範學院，屏東縣。
李鈺昌 (2007)。全面降低企業成本。臺北市：麥可國際出版公司。
吳家德 (2007)。理財專員的人格特質、內部行銷、專業承諾、情緒勞務與工作績效之關聯性研究－以臺南地區銀行為例 (未出版碩士論文)。南台科技大學，臺南市。
延若涵 (2006)。服務業顧客關係管理專業人員職能研究 (未出版碩士論文)。國立臺灣師範大學，臺北市。
房美玉 (2002)。臺灣半導體產業之組織文化對於內外工作動機與工作績效及工作滿意度間關連性的影響。管理評論，21(3)，69-96。
房美玉 (2006)。員工招募與甄選。載於李誠（主編），人力資源管理的12堂課 (55-89頁)。臺北市：天下遠見出版社。
林振祥 (1997)。企業人員之人口統計變項，工作特性與激勵因素之相關性研究 (未出版碩士論文)。東海大學，臺中市。
林能白、丘宏昌 (1999)。服務品質之研究-服務人員人格特質之影響分析與應用。管理學報，16(2)，175-200。
林偵燕 (2009)。激勵因素、工作滿足與留任意願關係之研究─以臺灣國際觀光旅館員工為例 (未出版碩士論文)。國立高雄餐旅大學，高雄市。
林凱歆（2006）。五大人格特質與社會賦閒之研究 (未出版碩士論文)。中國文化大學，臺北市。
施建矗 (1987)。我國公務人員獎勵制度之研究 (未出版碩士論文)。國立政治大學，臺北市。
施振榮 (2004再版)。再造宏碁。臺北：天下文化出版社。
洪智婷 (2004)。臺北市中小企業之服務業從業人員數位學習態度之研究 (未出版碩士論文)。國立臺灣師範大學，臺北市。
姚裕錡 (2006)。人格特質、工作態度與工作績效關聯性之研究-以臺中地區文理補習班員工為例 (未出版碩士論文)。朝陽科技大學，臺中市。
徐聖智、任維廉 (1996)。公車駕駛員工作壓力量表之設計與測計-以大有巴士, 福和客運為例 (未出版碩士論文)。國立交通大學，新竹市。.
張吉兆 (2001)。研發人員的個人屬性、激勵要因與其生涯規劃型態之關聯性研究－以中華電信研究所為例 (未出版碩士論文)。國立交通大學，新竹市。
許士軍 (2005)。創新管理之變從規劃到願景。中外管理，12，31-33。
許順旺、林笠倫、張姮燕 (2010)。國際線空服員對轉換型領導，服務氣候與服務導向公民行為之研究：以內、外控人格特質為干擾變項。人力資源管理學報，10(1)， 53-77。
陳永賓 (2014)。餐旅概論。臺北市：五南。
陳券彪、羅文旗 (2005)。學校行政人員工作壓力，工作特性與工作滿意之研究。學校行政，38，11-30。
陳定國 (1981）。實用目標管理學。臺北市：華泰出版社。
陳欣欣 (2013)。臺北市國際觀光旅館員工人格特質，工作價值觀與工作滿意度之關聯性研究。明新學報，39(2)，121-141。
陳姿安、陳銘薰 (2008)。人格特質與藥廠業務人員工作績效之研究-以組織文化為調節變數 (未出版碩士論文)。國立臺北大學，臺北市。
陳紅 (2004)。有效激勵：降低人力資源成本的重要途徑。企業天地，1，10-13。
陳英得、莊政弘、丁仕偉 (2011)。員工分紅費用化實施後公司經營績效及分紅型態之探討。評價學報，4，92-111。
陳琇玲 (譯)（2001）。杜拉克精選：個人篇 (原作者：Peter F. Drucker:2001)。臺北市：天下遠見出版社 (原作者出版年：2001)。
陳慈仁 (2002)。兩岸壽險業銷售人員激勵制度之比較研究 (未出版碩士論文)。大葉大學，彰化縣。
游雅晴 (2012)。長期照護機構員工滿意度與離職傾向之關聯性研究-以雙連安養中心為研究個案 (未出版碩士論文)。國立臺灣大學，臺北市。
湯仁棟 (2009)。證券營業員人格特質，主管領導型態對工作績效之影響：以某證券公司為例 (未出版碩士論文)。世新大學，臺北市。
黃洲煌 (2000)。個人人格特質，激勵認知，工作態度與組織公民行為之關聯性研究 (未出版碩士論文)。國立臺灣科技大學，臺北市。
黃彩霖 (2003)。醫院行政人員的人格特質，工作壓力，工作投入，專業承諾及工作績效之相關性研究 (未出版碩士論文)。南華大學，嘉義縣。
黃淑玲 (2013)。不同森林浴場遊憩服務品質要素屬性之研究 (未出版碩士論文)。國立臺灣師範大學：臺北市。
黃營杉、齊德彰 (2004)。服務業內部行銷、企業文化、工作滿足與經營績效間關聯性之研究-以臺灣國際觀光旅館為例。管理與系統，11(4)，485–507。
楊國樞 (1996)。中國人的社會取向：社會互動的觀點，見楊國樞，余安邦 (主編)中國人的心理與行為–理念及方法篇。臺北市：桂冠圖書公司。
葉在庭、劉珣瑛、黃惠君 (2005)。問題解決心理晤談模式理論與實施。諮商與輔導，(239)，36-46。
詹益統 (1996)。個人屬性，人格特質與內滋激勵和外附激勵關聯性之研究：以交通部數據通信所員工為例 (未出版碩士論文)。國立交通大學，新竹市。
鄔宗蓉 (2011)。工作壓力對於情緒勞務之影響—以人格特質為干擾變項 (未出版碩士論文)。中原大學，桃園市。
廖文勝 (2008)。從組織文化及人格特質探討臺灣資訊人員組織承諾之研究 (未出版碩士論文)。長榮大學，臺南市。
齊德彰 (2004)。服務業內部行銷策略導向，工作滿足與工作績效之關係─臺灣國際觀光旅館為實證 (未出版博士論文)。臺北大學，臺北市。
劉怡芝(2009)。探討人格特質影響親密關係的衝突管理 (未出版碩士論文)。慈濟大學，花蓮市。
劉彥伯 (1993)。專業組織激勵制度之研究 (未出版碩士論文)。國立中正大學，嘉義。
劉春初、洪塾優 (2012)。工作特性，工作滿意與工作績效關聯性之研究。建國科大理工期刊，31(2)，67-87。
蔡文昶 (1999)。國際觀光旅館大學工讀生激勵因素研究 (未出版碩士論文)。東海大學，臺中市。
蔡惠丞、盧正宗、林麗霞、倪豐裕 (2008)。內外控人格特質對產品創新、管理會計資訊系統與組織績效間關係影響之探討。人文暨社會科學期刊，4(2)，61-70。
鄧維兆、林孟儒、蔡志弘 (2005)。內部服務品質評量基礎之員工工作滿意度研究－以國際觀光飯店為例，品質月刊，41(11)，79-83。
鄭勝泰、黃同圳 (2002)。人格特質對工作績效影響之探討-以某運輸服務業之T公司為例 (未出版碩士論文)。國立中央大學，桃園市。
鄭復源 (2010)。人格特質、自我導向學習、組織承諾與工作績效之相關性研究 (未出版碩士論文)。東海大學，臺中市。
鄭臻妹 (2001)。內外控人格特質，工作特性及工作績效之分析研究 (未出版碩士論文)。國立中央大學，桃園市。
錢國倫、陳怡靜、陳建丞 (2013)。工作與組織特性與求職者人格特質之交互作用對組織人才吸引力的影響。人力資源管理學報，13(1)，1-32。
薛秀宜、陳利銘、洪佩圓 (2006)。人格理論新紀元：人格五因素模式之測驗工具與其研究應用。教育與發展，23(1)，95-102。
鍾艾婷 (2007)。定期海運業激勵制度、工作滿意與組織績效關係之探討 (未出版碩士論文)。國立成功大學，臺南市。
韓繼成 (2002)。國民中學訓導人員角色壓力，人格特質與工作滿意度的關係之研究 (未出版碩士論文)。國立彰化師範大學，彰化市。
藍采風、廖榮利 (1998)。組織行為學。臺北市：三民書局。
嚴佳代、黃同圳 (2011)。餐旅服務業薪資結構，薪酬滿意及任務績效關係之研究:以階層線性模型分析。餐旅暨家政學刊，8(1)，57-78。
蘇國賢、陳心田、葉匡時 (2008)。我國企業人口組成型態之分析。管理學報，15(2)，319-341。
Abratt, R., & Smythe, M. R. (1989). A survey of sales incentive programs. Industrial Marketing Management, 18(3), 209-214.
Achakul, C., & Yolles, M. (2013). Intrinsic and extrinsic motivation in personality: Assessing knowledge profiling and the work preference inventory in a Thai Population. Journal of organizational transformation & social change, 10(3), 196–217.
Allport, G. W. (1937). Personality: A Psychological Interpretation. New York, NY: Holt, Rinehart & Winston.
Allport, G.W. (1947). The Psychology of Participation. Psychological Review, 52, 117-132.
Allport, G. W. (1961). Pattern and growth in personality. New York: Holt, Reinhart & Winston.
Allport, G. W., & Odbert, H. S. (1936). Trait-names: A psycho-lexical study. Psychological monographs, 47(1), i.
Alderfer, C. P. (1969). An empirical test of a new theory of human needs. Organizational Behavior and Human Performance, 4(2), 142-175.
Amabile, T. M. (1985). Motivation and creativity: Effects of motivational orientation on creative writers. Journal of Personality and Social Psychology, 48, 393-399.
Barrick, M. R., & Mount, M. K (1991). The big five personality dimensions and job performance: A metaanalysis. Personnel Psychology, 44, 1-26.
Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M.,& Walden, D. (1993). Kano’s Methods for Understanding Customer-defined Quality. Center for Quality Management Journal, 4, 3-36.
Caprara, G. V., Barbaranelli, C, Pastorelli, C, Bandura, A., & Zimbardo, P. G. (2000). Social foundations of children's academic achievement. Psychological Science, 11, 306-310.
Carver, C.S. & Glass, D.C. (1978). Coronary-Prone Behavior Pattern and Interpersonal Aggression. Journal of Personality and Social Psychology, 36(4), 361-366.
Carvell, M. R., & Kuzmits, F. E. (1982). Personnel: Management of Human Resource. New York, NY: Bell & Howell Co.
Carvell, M.R., & Kuzmits F.E., (1982). Management of Human Resource Personal. New York, NY: Bell & Howell Co.
Cattell, R. B. (1943). The description of personality: Basic trait into c1usters. Journaf of Abnormal and Sociaf Psychofogy, 38, 476-506.
Chiang, C. F., & Jang, S. S. (2008). An expectancy theory model for hotel employee motivation. International Journal of Hospitality Management, 27(2), 313-322.
Costa, P. T., Jr., & McCrae, R. R. (1985). The NEO personality inventory: Manual, form S and form R. Odessa. Lutz, FL: Psychological Assessment Resources.
Costa, P. T., Jr., & McCrae, R. R. (1987). Personality assessment in psychosomatic medicine: Value of a trait taxonomy. ln G. A. Fava & T. N. Wise (Eds.) , Advances inpsychosomatic medicine: Research pαradigms in psychosomatic medicine, 17, 71-82.
Costa, P. T. Jr. & McCrae, R. R. (1989). The NEO-PI/NEO-EFI Manual Supplement, Odessa. FL: Psychological Assessment Resources.
Costa, P. T., Jr., & McCrae, R. R. (1992). NEO-PIR: Professional manual. Odessa, FL: Psychological Assessment Resources.
Costa, P. T., Jr., McCrae, R. R., & Dye, D. A. (1991). Facet scales for agreeableness and conscientiousness: A revision of the NEO Personality Inventory. Personality and Individual Differences, 12, 887–898.
Charles, K. R., & Marshall, L. H. (1992). Motivational preferences of caribbean hotel workers: An exploratory study. International Journal of Contemporary Hospitality Management, 4(3), 25-29.
McCrae, R. R., & Costa, P. T. (1994). The stability of personality: Observations and evaluations. Current directions in psychological science, 3(6), 173-175.
Churchill, G. A. Jr., Ford, N. M. & Walker, O.C Jr., (1990). Sales Force Management. Homewood, IL: Irwin.
Darder, R. (1994). Six steps to creating to a positive motivational working environment. Bussiness, 15, 17-18.
Deci, E. L., & Ryan, R. M. (1985). Intrinsic motivation and selfdetermination in human behavior. New York, NY: Plenum Press.
Dessler, G. (1976). Organization and management: A contingency approach. Engle-wood Cliffs, NJ: Prentice-Hall.
Dessler, G. (1980). Human behavior: Improving performance at work. Reston Publishing Company.
Dessler, G. (1992). Human resource management. Upper Saddle River, NJ.: Prentice-Hall.
DeYoung, C. G., Quilty, L. C., & Peterson, J. B. (2007). Between facets and domains: 10 aspects of the Big Five. Journal of Personality and Social Psychology, 93, 880-896.
Digman, J. M. (1990). Personality structure: Emergence of the five-factor model. Annual Review of Psychology, 41, 417-440.
Drucker, P. F. (1993). Concept of the Corporation. Piscataway, NJ: Transaction Publishers.
Elliot, A. J., Gable, S. L., & Mapes, R. R. (2006). Approach and avoidance motivation in the social domain. Personality and Social Psychology Bulletin, 32, 378–391.
Elsdon, R., & S. Iyer. (2000). Keeping the workers at Sun Microsystems. Human Resource Management International Digest, 8, 13-14.
Eysenck, H. J. (1967). The biological basis of personality (Vol. 689). Piscataway, NJ: Transaction publishers.
Fleeson, W. (2001). Toward a structure- and process-integrated view of personality: Traits as density distributions of states. Journal of Personality and Social Psychology, 80, 1011–1027.
Finken, K. H., & Wolf, G. H. (1997). Background, motivation, concept and scientific aims for building a dynamic ergodic divertor. Fusion engineering and design, 37(3), 337-340.
Fleeson, W. (2007). Situation‐based contingencies underlying trait‐content manifestation in behavior. Journal of personality, 75(4), 825-862.
Fleeson, W., & Gallagher, P. (2009). The implications of Big Five standing for the distribution of trait manifestation in behavior: Fifteen experiencesampling studies and a meta-analysis. Journal of Personality and Social Psychology, 97, 1097–1114.
Furnham, A., Eracleous, A., & Chamorro-Premuzic, T. (2009). Personality, motivation and job satisfaction: Hertzberg meets the Big Five. Journal of Managerial Psychology, 24(8), 765-779.
Furnham, A., & Fudge, C. (2008). The five factor model of personality and sales performance. Journal of Individual Differences, 29(1), 11-16.
Furnham, A., & Miller, T. (1997). Personality, absenteeism and productivity. Personality and Individual Differences, 23, 705-707.
Furnham, A., Petrides, K.V., Jackson, C.J. & Cotter, T. (2002), Do personality factors predict job satisfaction? Personality and Individual Differences, 33(1), 25-42.
Furnham, A., Petrides, K.V., Tsaousis, I., Pappas, K. & Garrod, D. (2005), Across-culturalinvestigation into the relationships between personality traits and work values. Journal of Psychology, 139, 5-33.
Friedman , M., & Rosenman , R . (1974). Type A behavior and your heart. New York, NY: Alfred A Knopt.
Galton, F. (1884). Measurement of character. Pormightly Review, 36, 179-185.
Gellatly, I.R. (1996). Conscientiousness and task performance: test of a cognitive process model. Journal of Applied Psychology, 81, 474-82.
Goldberg, L. R. (1981). Unconfounding situational attributions from uncertain, neutral, and al1lbiguous ones: A psychol1letric analysis of descriptions of oneself and various types of others. Journal of Personal and Social Psychigy, 3 ,517-552.
Goldberg, L. R. (1999). A broad-bandwidth, public domain, personality inventory measuring the lower-level facets of several five-factor models. Personality psychology in Europe, 7, 7-28.
Grant, A. M. (2008). Does intrinsic motivation fuel the prosocial fire? Motivational synergy in predicting persistence, performance, and productivity. Journal of Applied Psychology, 93, 48–58.
Gray, H. (1975). Gray's Anatomy: Being the Neurology Section from'Gray's Anatomy'. Functional Neuroanatomy of Man. P. L. Williams, & R. Warwick (Eds.). England, HW: Longman..
Greenberg, J., & Liebman, M. (1990). Incentives: The missing link in strategic performance. Journal of Business Strategy, 11(4), 8-11.
Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied psychology, 60(2), 159.
Hammer, M. (2003). The agenda: What every business must do to dominate the decade. Crown Pub.
Herzberg, F. (1959). The motivation to work. New York, NY: John wiley.
Herberg, F. (1966). A motivation-hygiene concept of mental health. Mental Hyginece, 45, 108-115.
Herzberg, F. (1968). One more time: How do you motivate employees. Boston, MA: Harvard Business Review.
Herzberg, F., Mausner, B., & Snyderman, B. (1959). The motivation to work. New York, NY: John Wiley and Sons.
Holden, R. R., & Fekken, G. C. (1994). The NEO Five-Factor Inventory in a Canadian context: Psychometric properties for a sample of university women. Personality and Individual Differences, 17, 441-444.
Holt, D. H. (1993). Management principles and practices. New York, NY: Prentice-Hall.
Huang, J. L., & Ryan, A. M. (2011). Beyond personality traits: A study of personality states and situational contingencies in customer service jobs. Personnel Psychology, 64, 451-488.
Jones, W. C. (1955). The sheath of spicules of Leucosolenia complicata. Quarterly Journal of Microscopical Science, 3(36), 411-421.
Judge, T. A., & Cable, D. M. (1997). Applicant personality, organizational culture, and organization attraction. Personnel Psychology, 50, 359-394.
Judge, T. A., Heller, D., & Mount, M. K. (2002). Five-Factor Model of Personality and job satisfaction：a meta-analysis. Journal of Applied Psychology, 87(3), 530-541.
Judge, T.A., Higgins, C.A., Thoresen, C.J. & Barrick, M.R. (1999). The big five personality traits, general mental ability, and career success across the life span. Personnel Psychology, 52, 621-52.
Judge, T. A., Simon, L. S., & Kelley, K. (2014). What I Experienced Yesterday Is Who I Am Today: Relationship of Work Motivations and Behaviors to Within-Individual Variation in the Five-Factor Model of Personality. Journal of Applied Psychology, 99(2), 199-221。
Jucius, M. J. (1975). Personnel Management. Illinois, RD: Irwin.
Kasavana, M. L., & Brooks, R. M. (2009). Managing front office operations. Orlando, FL: Educational institute of the American Hotel & Lodging Association.
Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39(1), 31-36.
Kovach, K. A. (1987). What motivates employees? Workers and supervisors give different answers. Business Horizons, 30(5), 58-65.
Kano, N., Seraku, N., Takahashi, F. & Tsuji, S. (1984). Attractive quality and must-be quality. Hinshitsu: The Journal of the Japanese Society for Quality Control, 14(2), 39-48.
Kelly, J. (1974). Organization Behavior, Homewood I: Richard, D. Irwin, 645-646.
Kircaldy, B. D., Shephard, R. J., & Furnham, A. F. (2002). The influence of type A behaviour and locus of control upon job satisfaction and occupational health. Personality and Individual Differences, 33, 1361-1371.
Liu, Y. S. (2013). The correlation between work motives and organizational behaviors for hospitality employees (Unpublished doctoral dissertation). University of Lowa State, Ames, IA.
Locke, Edwin A., (1967). Relationship of success and Expectation to affect on Goal-Seeking Tasks. Journal of personality and social Psychology, 7(2), 125-134.
Lyons, J. L., Lapin, K., & Young, B. (2003). A study of job satisfaction of nursing and allied health graduates from a mid-atlantic University. Journal of Allied Health, Spring, 32(1), 10-17.
Maslow, A. H. (1943) . A theory of human motivation. Psychological Review, 50 (4), 370-396.
Maslow, A. H. (1954). Motivation and Personality. New York, NY: Harper & Brothers Pub.
Matzler, K. & H. H. Hinterhuber (1998). How to make product development projects more successful by integrating Kano’s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25-38.
McCrae, R. R., & Costa, P. T. (1987). Validation of the five-factor model of personality across instruments and observers. Journal of Personality and Social Psychology, 52(1) , 81-90
McCrae, R. R., & Costa, P. T. (1989). The structure of interpersonal traits: Wiggins’s circumplex and the five-factor model. Journal of Personality and Social Psychology, 56, 586–595.
McCrae, R. R., & Costa, P. T. (1997). Personality trait structure as a human universal. American Psychologist, 52(5), 509-516.
Mehta, S. C., Loh, J. C., & Mehta, S. S. (1991). Incentive-travel marketing: The Singapore approach. The Cornell Hotel and Restaurant Administration Quarterly, 32(3), 67-74.
Minbashian, A., Wood, R. E., & Beckmann, N. (2010). Task-contingent conscientiousness as a unit of personality at work. Journal of Applied Psychology, 95, 793-806.
Miner, J. B., Ebrahimi, B., & Wachtel, J. M. (1995) . How deficiencies in motivation to manage contribute to the United States’ competitiveness problem. Human Resource Management, 34(3) , 363-387.
Moy, JW & Lam, KF (2004). Selection criteria and the impact of personality on getting hired. Personnel Review, 33(5), 521-535.
Mullins, L. J. (1992). Hospitality management-A human resource approach. London: Pitman.
Noftle, E. E., & Fleeson, W. (2010). Age differences in Big Five behavior averages and variabilities across the adult lifespan: Moving beyond retrospective, global summary accounts of personality. Psychology and Aging, 25, 95-107.
Norman, W. T. (1963). Toward an adequate taxonomy of personality attributes : Replicated factor structure in peer nomination personality ratings. Journal ofAbnormal and Social Psychology, 66, 574-583.
Organ, D. W., & Lingl, A. (1995). Personality, satisfaction and organizational citizenship behavior. The Journal of Social Psychology, 135, 339-350.
Owens, R. G. (1991). Organizational behavior in education. Boston, MA: Allyn and Bacon.
Panayiotou, G., Kokkinos, C. M., & Spanoudis, G. (2004). Searching for the “Big Five” in a Greek context: The NEO-FFI under the microscope. Personality and Individual Differences, 36(8), 1841-1854.
Parsons, E., & Broadbridge, A. (2006). Job motivation and satisfaction: Unpacking the key factors for charity shop managers. Journal of Retailing and Consumer Services, 13(2), 121-131.
Podsakoff, PM, Todor, WD, & Skov, R. (1982).Effects of leader contingent and non-contingent reward and punishment behaviors on subordinate performance and satisfaction. Journal of Management, 25(4), 810-821.
Rakich, (1992). Managing Health Services Organizations. Towson, MD: Health Professions Press.
Raymark. H., Schmidt, M. J., & Guion, R.M. (1997). Identifying potentialy useful personality constructs for employee selection. Personnel Psychology, Autumn, 723-736.
Robbins, S. P. (1992). Essentials of organizational behavior. Englewood Cliffs, NJ: Prentice-Hall.
Rolland, J. P., Parker, W. D., & Stumpf, H. (1998). A psychometric examination of the French translations of the NEO-PI-R and NEO- FFI. Journal of Personality Assessment, 7, 269–291.
Rosellini, A. J., & Brown, T. A. (2011). The NEO Five-Factor Inventory: latent structure and relationships with dimensions of anxiety and depressive disorders in a large clinical sample. Assessment, 18(1), 27-38.
Rotter, J. B. (1954). Social learning and clinical psychology. Englewood Cliffs, NJ, US: Prentice-Hall, Inc
Rotter, J. B. (1966). Generalized expectancies for internal versus external control of reinforcement. Psychology Monographys, 80, 1014-1053.
Ryan, R. M., & Deci, E. L. (2000). Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American Psychologist, 55, 68–78.
Salgado, J. F. (1997). The five factor model of personality and job performance in the European Community. Journal of Applied Psychology, 82, 30-43.
Saucier, G. (1994). Mini-markers: A brief version of Goldberg's unipolar Big-Five markers. Journal of personality assessment, 63(3), 506-516.
Sharanjit, U. (2005). Disability, workplace characteristics and job satisfaction. International Journal of Manpower, 26, 336-349.
Sherman, R. A., Nave, C. S., & Funder, D. C. (2010). Situational similarity and personality predict behavioral consistency. Journal of Personality and Social Psychology, 99, 330-343.
Simons, T. & Cathy A. Enz. (1995). Motivating Hotel Employees. Cornell Hotel and Restaurant Administration Quarterly, February. 20-27.
Siegel, L., & Lane, I. M. (1982). Personnel and organizational psychology. RD Irwin.
Staw, B. M., Bell, N. E., & Clausen, J. A. (1986). The dispositional approach to job attitudes: A lifetime longitudinal test. Administrative Science Quarterly, 56-77.
Steer, R. M., & Porter, L. W. (1991). Motivational and work Behavior. New York, NY: McGraw-Hill.
Taylor, F.W. (1911). The Principles of Scientific Management. New York, NY: Norton Library.
Tokar, D. V., & Fischer, A. R. (1998). Personality and behavior. Journal of Vocational Behavior, 53, 115-153.
Urbanski, A. (1986). Incentive get specifics. Sales and marketing management, (28), 98-102.
Vroom, V. H. (1964). Work and Motivation. New York,NY: American Foundation for Management Research.
Vallerand, R. J., & Rousseau, F. L. (2001). Intrinsic and extrinsic motivation in sport and exercise: A review using the hierarchical model of intrinsic and extrinsic motivation. Handbook of sport psychology 2, 389-416.
Waldrop, HA (1987). The Rewards of Non-cash Incentives. Sales and Marketing Management, 138, 110-112.
Warr, M. (2002). Companions in Crime: The Social Aspects of Criminal Conduct. Cambridge: Cambridge University Press.
Wiggins, J. S. (1996). The five-factor model of personality: Theoretical perspectives. New York, NY: Guilford Press.
Wiggins, J. S., & Trapnell, P. D. (1996). A dyadic interactional perspective on the five-factor model. In J. S. Wiggins (Ed.), The five-factor model of personality: Theoretical perspectives (pp. 88-162). New York, NY:Guilford Press.
Wong, S., Siu, V., & Tsang, N. (1999). The impact of demographic factor on Hong Kong hotel employees’ choice of job-related motivatiors. International Journal of Contemporary Hospitality Management, 11(5) , 230-241.
Woodman, R. W., Sawyer, J. E., & Griffin, R. W. (1993). Toward a theory of organizational creativity. Academy of management review, 18(2), 293-321.