Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study

Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry. Research purpose...
Ausführliche Beschreibung

Gespeichert in:

Autor*in:	Linda Blignaut [verfasserIn] Leona M. Ungerer [verfasserIn] Helene Muller [verfasserIn]

Format:	E-Artikel
Sprache:	Englisch

Erschienen:	2014

Schlagwörter:	Personality, Personnel Psychology recruitment customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry

Übergeordnetes Werk:	In: SA Journal of Human Resource Management - AOSIS, 2008, 12(2014), 1, Seite e1-e16
Übergeordnetes Werk:	volume:12 ; year:2014 ; number:1 ; pages:e1-e16

Links:	Link aufrufen Link aufrufen Link aufrufen Journal toc Journal toc

DOI / URN:	10.4102/sajhrm.v12i1.607

Katalog-ID:	DOAJ024840343

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spelling	10.4102/sajhrm.v12i1.607 doi (DE-627)DOAJ024840343 (DE-599)DOAJ9091a7915b6b44de9344814209ca4d7b DE-627 ger DE-627 rakwb eng HF5549-5549.5 Linda Blignaut verfasserin aut Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study 2014 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry. Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version), including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified. Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89). Responses were analysed by means of quantitative techniques. Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction. Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment. Personality, Personnel Psychology recruitment customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry Personnel management. Employment management Leona M. Ungerer verfasserin aut Helene Muller verfasserin aut In SA Journal of Human Resource Management AOSIS, 2008 12(2014), 1, Seite e1-e16 (DE-627)565518771 (DE-600)2424416-8 2071078X nnns volume:12 year:2014 number:1 pages:e1-e16 https://doi.org/10.4102/sajhrm.v12i1.607 kostenfrei https://doaj.org/article/9091a7915b6b44de9344814209ca4d7b kostenfrei https://sajhrm.co.za/index.php/sajhrm/article/view/607 kostenfrei https://doaj.org/toc/1683-7584 Journal toc kostenfrei https://doaj.org/toc/2071-078X Journal toc kostenfrei GBV_USEFLAG_A SYSFLAG_A GBV_DOAJ SSG-OLC-PHA GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_170 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2003 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2129 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 AR 12 2014 1 e1-e16
allfields_unstemmed	10.4102/sajhrm.v12i1.607 doi (DE-627)DOAJ024840343 (DE-599)DOAJ9091a7915b6b44de9344814209ca4d7b DE-627 ger DE-627 rakwb eng HF5549-5549.5 Linda Blignaut verfasserin aut Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study 2014 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry. Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version), including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified. Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89). Responses were analysed by means of quantitative techniques. Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction. Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment. Personality, Personnel Psychology recruitment customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry Personnel management. Employment management Leona M. Ungerer verfasserin aut Helene Muller verfasserin aut In SA Journal of Human Resource Management AOSIS, 2008 12(2014), 1, Seite e1-e16 (DE-627)565518771 (DE-600)2424416-8 2071078X nnns volume:12 year:2014 number:1 pages:e1-e16 https://doi.org/10.4102/sajhrm.v12i1.607 kostenfrei https://doaj.org/article/9091a7915b6b44de9344814209ca4d7b kostenfrei https://sajhrm.co.za/index.php/sajhrm/article/view/607 kostenfrei https://doaj.org/toc/1683-7584 Journal toc kostenfrei https://doaj.org/toc/2071-078X Journal toc kostenfrei GBV_USEFLAG_A SYSFLAG_A GBV_DOAJ SSG-OLC-PHA GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_170 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2003 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2129 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 AR 12 2014 1 e1-e16
allfieldsGer	10.4102/sajhrm.v12i1.607 doi (DE-627)DOAJ024840343 (DE-599)DOAJ9091a7915b6b44de9344814209ca4d7b DE-627 ger DE-627 rakwb eng HF5549-5549.5 Linda Blignaut verfasserin aut Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study 2014 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry. Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version), including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified. Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89). Responses were analysed by means of quantitative techniques. Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction. Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment. Personality, Personnel Psychology recruitment customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry Personnel management. Employment management Leona M. Ungerer verfasserin aut Helene Muller verfasserin aut In SA Journal of Human Resource Management AOSIS, 2008 12(2014), 1, Seite e1-e16 (DE-627)565518771 (DE-600)2424416-8 2071078X nnns volume:12 year:2014 number:1 pages:e1-e16 https://doi.org/10.4102/sajhrm.v12i1.607 kostenfrei https://doaj.org/article/9091a7915b6b44de9344814209ca4d7b kostenfrei https://sajhrm.co.za/index.php/sajhrm/article/view/607 kostenfrei https://doaj.org/toc/1683-7584 Journal toc kostenfrei https://doaj.org/toc/2071-078X Journal toc kostenfrei GBV_USEFLAG_A SYSFLAG_A GBV_DOAJ SSG-OLC-PHA GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_170 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2003 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2129 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 AR 12 2014 1 e1-e16
allfieldsSound	10.4102/sajhrm.v12i1.607 doi (DE-627)DOAJ024840343 (DE-599)DOAJ9091a7915b6b44de9344814209ca4d7b DE-627 ger DE-627 rakwb eng HF5549-5549.5 Linda Blignaut verfasserin aut Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study 2014 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry. Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version), including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified. Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89). Responses were analysed by means of quantitative techniques. Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction. Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment. Personality, Personnel Psychology recruitment customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry Personnel management. Employment management Leona M. Ungerer verfasserin aut Helene Muller verfasserin aut In SA Journal of Human Resource Management AOSIS, 2008 12(2014), 1, Seite e1-e16 (DE-627)565518771 (DE-600)2424416-8 2071078X nnns volume:12 year:2014 number:1 pages:e1-e16 https://doi.org/10.4102/sajhrm.v12i1.607 kostenfrei https://doaj.org/article/9091a7915b6b44de9344814209ca4d7b kostenfrei https://sajhrm.co.za/index.php/sajhrm/article/view/607 kostenfrei https://doaj.org/toc/1683-7584 Journal toc kostenfrei https://doaj.org/toc/2071-078X Journal toc kostenfrei GBV_USEFLAG_A SYSFLAG_A GBV_DOAJ SSG-OLC-PHA GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_39 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_73 GBV_ILN_95 GBV_ILN_105 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_161 GBV_ILN_170 GBV_ILN_206 GBV_ILN_213 GBV_ILN_230 GBV_ILN_285 GBV_ILN_293 GBV_ILN_370 GBV_ILN_602 GBV_ILN_2003 GBV_ILN_2006 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2014 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2129 GBV_ILN_4012 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4367 GBV_ILN_4700 AR 12 2014 1 e1-e16
language	English
source	In SA Journal of Human Resource Management 12(2014), 1, Seite e1-e16 volume:12 year:2014 number:1 pages:e1-e16
sourceStr	In SA Journal of Human Resource Management 12(2014), 1, Seite e1-e16 volume:12 year:2014 number:1 pages:e1-e16
format_phy_str_mv	Article
institution	findex.gbv.de
topic_facet	Personality, Personnel Psychology recruitment customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry Personnel management. Employment management
isfreeaccess_bool	true
container_title	SA Journal of Human Resource Management
authorswithroles_txt_mv	Linda Blignaut @@aut@@ Leona M. Ungerer @@aut@@ Helene Muller @@aut@@
publishDateDaySort_date	2014-01-01T00:00:00Z
hierarchy_top_id	565518771
id	DOAJ024840343
language_de	englisch
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author	Linda Blignaut
spellingShingle	Linda Blignaut misc HF5549-5549.5 misc Personality, Personnel Psychology misc recruitment misc customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry misc Personnel management. Employment management Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study
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topic_title	HF5549-5549.5 Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study Personality, Personnel Psychology recruitment customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry
topic	misc HF5549-5549.5 misc Personality, Personnel Psychology misc recruitment misc customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry misc Personnel management. Employment management
topic_unstemmed	misc HF5549-5549.5 misc Personality, Personnel Psychology misc recruitment misc customer service, customer service centre, call centre, Occupational Personality Questionnaire 32 (OPQ32r), banking industry misc Personnel management. Employment management
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title	Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study
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title_full	Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study
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title_sort	personality as predictor of customer service centre agent performance in the banking industry: an exploratory study
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title_auth	Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study
abstract	Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry. Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version), including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified. Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89). Responses were analysed by means of quantitative techniques. Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction. Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment.
abstractGer	Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry. Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version), including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified. Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89). Responses were analysed by means of quantitative techniques. Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction. Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment.
abstract_unstemmed	Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry. Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version), including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified. Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89). Responses were analysed by means of quantitative techniques. Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction. Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment.
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title_short	Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study
url	https://doi.org/10.4102/sajhrm.v12i1.607 https://doaj.org/article/9091a7915b6b44de9344814209ca4d7b https://sajhrm.co.za/index.php/sajhrm/article/view/607 https://doaj.org/toc/1683-7584 https://doaj.org/toc/2071-078X
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