A. B. Bakker, K. I. van der Zee, K. A. Lewig and M. F. Dollard, “The Relationship between the Big Five Personality Factors and Burnout A Study among Volunteer Counselors,” Journal of Social Psychology, Vol. 146, No. 1, 2006, pp. 31-50. doi10.3200/SOCP.146.1.31-50 - References

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A. B. Bakker, K. I. van der Zee, K. A. Lewig and M. F. Dollard, “The Relationship between the Big Five Personality Factors and Burnout: A Study among Volunteer Counselors,” Journal of Social Psychology, Vol. 146, No. 1, 2006, pp. 31-50. doi:10.3200/SOCP.146.1.31-50

has been cited by the following article:

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.

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