TITLE:
Personality Traits and Performance: The Mediating Role of Adaptive Behavior in Call Centers
AUTHORS:
Said Echchakoui
KEYWORDS:
Five-Factor Traits; Adaptive Behavior; Performance with Customers; Call Center; Employee
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.3 No.1,
January
17,
2013
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.