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, 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.