本研究欲探討五大人格特質對於員工自發性的優質服務是否存在顯著的影響，並以訓練發展滿意度與主管及環境成員教練引導行為當做干擾變數，觀察是否有加乘效果。本研究以問卷方式針對中南部TGI Friday’s的員工進行調查，經過篩選，有效問卷102份。結果顯示，五大人格部分特質的確對員工自發性優質服務有顯著影響。干擾變數訓練發展滿意度對於“五大人格特質與員工自發性的優質服務”在個性低調不搶功這方面有顯著加乘影響。干擾變數主管及環境成員教練引導行為對於“五大人格特質與員工自性優質服務”無顯著的加乘影響。

This research is going to find out the relationship between Big five personality traits and commitment to service quality, and moderated by HR management and coaching. Surveys are filled out by 102 employees in TGI Friday’s of middle and south branches.
The results of regression model demonstrate the “Big five personality traits” is strongly related to “Commitment to service quality”. This results also indicate “Training & developing” is related to “Commitment to service quality”. And “Coaching” is not have a significantly influence on the relationship between the big five personality traits and commitment to service quality.

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