An empirical study on the impact of personality traits on call center service performance and turnover intention of call agentss

Autor: Lê Phước Luông, Nguyễn Thị Hồng Yến, Bành Thị Uyên Uyên

Publikováno v: Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh, Vol 10, Iss 3, Pp 63-74 (2020)

This study aims at identifying personality traits of call agents which impact the service performance of call centers and their turnover intention. A proposed research model includes seven personality factors: conscientiousness, agreeableness, emotio

Externí odkaz: https://doaj.org/article/61d2bfbb035444e09225be23ea54fb29