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

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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Bibliographic Details
Main Author: Ramli, Mohmad Najid
Format: Book Section
Language:English
Published: Institute of Graduate Studies, UiTM 2017
Subjects:
Malaysia
Online Access:http://ir.uitm.edu.my/id/eprint/19894/
http://ir.uitm.edu.my/id/eprint/19894/2/ABS_MOHMAD%20NAJID%20RAMLI%20TDRA%20VOL%2012%20IGS%2017.pdf
id uitm-19894
recordtype eprints
spelling uitm-198942018-06-08T02:35:16Z http://ir.uitm.edu.my/id/eprint/19894/ Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli Ramli, Mohmad Najid Malaysia 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. Institute of Graduate Studies, UiTM 2017 Book Section PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19894/2/ABS_MOHMAD%20NAJID%20RAMLI%20TDRA%20VOL%2012%20IGS%2017.pdf Ramli, Mohmad Najid (2017) Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli. In: The Doctoral Research Abstracts. IGS Biannual Publication, 12 (12). Institute of Graduate Studies, UiTM, Shah Alam.
repository_type Digital Repository
institution_category Local University
institution Universiti Teknologi MARA
building UiTM Institutional Repository
collection Online Access
language English
topic Malaysia
spellingShingle Malaysia
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.
format Book Section
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
publisher Institute of Graduate Studies, UiTM
publishDate 2017
url http://ir.uitm.edu.my/id/eprint/19894/
http://ir.uitm.edu.my/id/eprint/19894/2/ABS_MOHMAD%20NAJID%20RAMLI%20TDRA%20VOL%2012%20IGS%2017.pdf
first_indexed 2023-09-18T23:03:31Z
last_indexed 2023-09-18T23:03:31Z
_version_ 1777418330549780480

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