A Study on the Influence of Employee Personality Traits and Employee’s Satisfaction on Job Performance at Eastern Home Shopping''s Customer Service Center

• Main Authors: Hsiao-Ching Hu, 胡曉菁
• Other Authors: 作者未提供
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/d5ek8p

碩士 === 銘傳大學 === 傳播管理研究所碩士在職專班 === 94 === In the era of customer service, “customer comes first”. Call center has become the first window for an enterprise and a customer to encounter. Call center is also acting as the most important façade for a company. At this moment, when companies are hiring employees of customer service, they not only care bout the employees’ voice and wording, but also give weight to the personality traits that this position should possess. In 1996，Hellowell brought up his theory “if there is no satisfied employees, there is no satisfied customers”. As a result, human resource is the key factor for an enterprise to maintain and upgrade its competitiveness. The employee’s satisfaction is the factor that inspires their utmost working efficiency. Employee’s working performance is the actual issue that the enterprise cares about and emphasizes. The interrelationship among personality traits, employee’s satisfaction, and employee’s performance is a topic worth noticing on human resource management. More over, it is a topic worthwhile for academic researches and practical workers pay further attention to explore. This work takes 980 employees of the Eastern TV Home Shopping company (EHS) as the research subject and further studies the influences of personality traits and employee’s satisfaction on employee’s performance. The result shows that there exists a notable interactive relationship among the three. The employees who possess personality traits such as extraversion, agreeableness, conscientiousness and openness to experience are more suitable to engage in the work in CRM center. They can represent better employee’s satisfaction and working performance. Due to their younger age, the company can conduct spiritual leadership management to encourage their best working performance. The contribution of this study lies in the findings of the interrelationship among personality traits, employee’s satisfaction and performance of a leading (stand pole) enterprise’s call center to provide such information as a reference on the human resource management for enterprises who mainly offer customer services. It gives suggestions for enterprise to use personality trait examination as an assistant tool to hire qualified employees, as well as to enact special projects to increase the clerks’ participation, interaction, communication and to raise employee’s trusts and working involvements for attaining better working performance.