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Personality Traits and Performance: The Mediating Role of Adaptive Behavior in Call Centers

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Journal: American Journal of Industrial and Business Management
ISSN 2164-5167

Volume: 03;
Issue: 01;
Start page: 17;
Date: 2013;
Original page

Keywords: Five-Factor Traits | Adaptive Behavior | Performance with Customers | Call Center | Employee

ABSTRACT
Personality traits and adaptive behavior are central issues in research on call center performance. However, the current literature offers little guidance on the relationship between personality traits and adaptive behavior and how they work together to enhance employee performance. This study investigates the mediating role of adaptive behavior between Five-Factor traits and employee performance with customers. Empirical evidence from a Canadian call center supports this proposition for three Five-Factor traits. Managerial implications are discussed.

Tango Jona
Tangokurs Rapperswil-Jona

    
RPA Switzerland

Robotic Process Automation Switzerland