scholarly journals Non-Cognitive Predictors of Subjective Job Performance in a Sample of Managers, Client Support and Administrative Support Specialists

2021 ◽  
Author(s):  
Linda Berga ◽  
Ivars Austers
Keyword(s):  
Job Performance ◽  
Personality Traits ◽  
Goal Orientation ◽  
Customer Service ◽  
Self Efficacy ◽  
Administrative Support ◽  
Resistance To Change ◽  
Individual Characteristics ◽  
Growth Mindset ◽  
Cognitive Predictors

The present study was designed to distinguish non-cognitive predictors of job performance for various job groups in order to develop a method for identification of the suitability of an employee for positions and career development in organizational settings. This study included personality traits, vocational interests, grit, growth mindset, resistance to change, goal orientation and self-efficacy as potential predictors of job performance from several individual characteristics related to training, learning and job performance found in the literature. The study sample included customer service specialists, support specialists and managers from five different companies in Latvia. The results show that grit, social, conventional, and enterprising interests are significant predictors of subjective job performance. Personality traits, self-efficacy, growth mindset, resistance to change and goal orientation did not predict job performance in this sample. The relationship between subjective job performance and personality traits for conscientiousness and neuroticism is weak. The results are partly in line with other studies. Possible explanations of results and future directions are offered.

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

2014 ◽  
Vol 14 (1) ◽  
Author(s):  
Linda Blignaut ◽  
Leona M. Ungerer ◽  
Helene Muller
Keyword(s):  
Job Performance ◽  
Personality Traits ◽  
Customer Service ◽  
Big Five ◽  
Banking Industry ◽  
Big Five Personality Traits ◽  
Performance Criteria ◽  
Big Five Personality ◽  
Service Centre ◽  
Performance Predictors

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's Correlates of Adult Development and Aging

2003 ◽  
Vol 8 (3) ◽  
pp. 131-147 ◽  
Author(s):  
Gian Vittorio Caprara ◽  
Mariagiovanna Caprara ◽  
Patrizia Steca
Keyword(s):  
Personality Traits ◽  
Adult Development ◽  
Self Efficacy ◽  
Age Groups ◽  
Well Being ◽  
Efficacy Beliefs ◽  
Cross Sectional ◽  
Education And Health ◽  
Development And Aging ◽  
And Gender

Three cross-sectional studies examined stability and change in personality over the course of life by measuring the relations linking age to personality traits, self-efficacy beliefs, values, and well-being in large samples of Italian male and female participants. In each study, relations between personality and age were examined across several age groups ranging from young adulthood to old age. In each study, personality constructs were first examined in terms of mean group differences accrued by age and gender and then in terms of their correlations with age across gender and age groups. Furthermore, personality-age correlations were also calculated, controlling for the demographic effects accrued by marital status, education, and health. Findings strongly indicated that personality functioning does not necessarily decline in the later years of life, and that decline is more pronounced in males than it is in females across several personality dimensions ranging from personality traits, such as emotional stability, to self-efficacy beliefs, such as efficacy in dealing with negative affect. Findings are discussed in terms of their implications for personality theory and social policy.

Leadership styles and personality traits as predictors of employee engagement of selected customer service representatives

2013 ◽  
Author(s):  
Leslee G. Arididon ◽  
Yzabel Louise S. Bueser ◽  
Danielle Denise D. Pau ◽  
Raiza Elaine P. Ramirez ◽  
Krizia Jane V. Soriano ◽  
...  
Keyword(s):  
Personality Traits ◽  
Leadership Styles ◽  
Employee Engagement ◽  
Customer Service ◽  
Customer Service Representatives
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