Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli

The main thrust of this present study is to identify the antecedents and underlying dimensions of performance outcomes of the call-centre agents in the Klang Valley. The data for the provision of the empirical evidence was drawn from the call centres of five participating banks namely, Maybank, CIMB...

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Main Author:	Ramli, Mohmad Najid
Format:	Thesis
Language:	English
Published:	2017
Subjects:	Personality
Online Access:	https://ir.uitm.edu.my/id/eprint/67549/1/67549.pdf
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id	my-uitm-ir.67549
record_format	uketd_dc
spelling	my-uitm-ir.675492023-05-08T02:41:06Z Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli 2017 Ramli, Mohmad Najid Personality Organizational behavior. Corporate culture The main thrust of this present study is to identify the antecedents and underlying dimensions of performance outcomes of the call-centre agents in the Klang Valley. The data for the provision of the empirical evidence was drawn from the call centres of five participating banks namely, Maybank, CIMB, RHB, Bank Islam, and Public Bank. The two underlying dimensions of performance outcomes are customer service satisfaction and job performance. Additionally, the two antecedents of performance outcomes were basic personality traits and surface traits. The first antecedent is composed of two underlying dimensions namely customer orientation and adaptability whereas the second antecedent is made up of two underlying dimensions namely customer orientation and adaptability. The sampling design was quota sampling of which the gender composition was 60.0 per cent female and 40 per cent male. This present study strives towards explicating social phenomena by embracing the methodological principles of positivism within which explanation, evaluation, prediction and testing of theories which were hypothesised by earlier researchers. The five underpinning theories for the conceptual model are the resource-based theory, equity theory, social exchange theory, agency theory and organisational culture. The conceptual model depicts 14 direct relationships between pairs of the six underlying dimensions of which 12 were found to be significantly related. In addition, personality was found to mediate the relationship between emotional intelligence and adaptability whereas customer orientation was found to mediate the relationship between emotional intelligence and customer service satisfaction. However, adaptability was found to mediate the relationships between emotional intelligence and customer service satisfaction, customer orientation and customer service satisfaction as well as personality and job performance. Organisational culture was found to moderate the relationships between emotional intelligence and personality, customer orientation and adaptability as well as adaptability and job performance. This present study is founded upon the parameters of the proposed five research questions. The data analyses were conducted by a process of multivariate analysis using structural equation modelling (SEM) and AMOS (Analysis of Moment Structures) software package Version 22.0. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were performed to validate the scales. The descriptive analyses were performed on all the underlying dimensions and the demographic profile of the 380 respondents. 2017 Thesis https://ir.uitm.edu.my/id/eprint/67549/ https://ir.uitm.edu.my/id/eprint/67549/1/67549.pdf text en public phd doctoral Universiti Teknologi MARA (UiTM) Faculty of Business and Management Syed Mohamad, Syed Jamal Abdul Nasir
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Syed Mohamad, Syed Jamal Abdul Nasir
topic	Personality Personality
spellingShingle	Personality Personality Ramli, Mohmad Najid Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli
description	The main thrust of this present study is to identify the antecedents and underlying dimensions of performance outcomes of the call-centre agents in the Klang Valley. The data for the provision of the empirical evidence was drawn from the call centres of five participating banks namely, Maybank, CIMB, RHB, Bank Islam, and Public Bank. The two underlying dimensions of performance outcomes are customer service satisfaction and job performance. Additionally, the two antecedents of performance outcomes were basic personality traits and surface traits. The first antecedent is composed of two underlying dimensions namely customer orientation and adaptability whereas the second antecedent is made up of two underlying dimensions namely customer orientation and adaptability. The sampling design was quota sampling of which the gender composition was 60.0 per cent female and 40 per cent male. This present study strives towards explicating social phenomena by embracing the methodological principles of positivism within which explanation, evaluation, prediction and testing of theories which were hypothesised by earlier researchers. The five underpinning theories for the conceptual model are the resource-based theory, equity theory, social exchange theory, agency theory and organisational culture. The conceptual model depicts 14 direct relationships between pairs of the six underlying dimensions of which 12 were found to be significantly related. In addition, personality was found to mediate the relationship between emotional intelligence and adaptability whereas customer orientation was found to mediate the relationship between emotional intelligence and customer service satisfaction. However, adaptability was found to mediate the relationships between emotional intelligence and customer service satisfaction, customer orientation and customer service satisfaction as well as personality and job performance. Organisational culture was found to moderate the relationships between emotional intelligence and personality, customer orientation and adaptability as well as adaptability and job performance. This present study is founded upon the parameters of the proposed five research questions. The data analyses were conducted by a process of multivariate analysis using structural equation modelling (SEM) and AMOS (Analysis of Moment Structures) software package Version 22.0. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were performed to validate the scales. The descriptive analyses were performed on all the underlying dimensions and the demographic profile of the 380 respondents.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Ramli, Mohmad Najid
author_facet	Ramli, Mohmad Najid
author_sort	Ramli, Mohmad Najid
title	Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli
title_short	Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli
title_full	Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli
title_fullStr	Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli
title_full_unstemmed	Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli
title_sort	personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the klang valley / mohmad najid ramli
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Business and Management
publishDate	2017
url	https://ir.uitm.edu.my/id/eprint/67549/1/67549.pdf
_version_	1783735697347182592

Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli

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