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Personality traits and adaptive behavior are central issues in research on call center performance. However, the current literature offers little guidance on the relationship between personality traits and adaptive behavior and how they work together to enhance employee performance. This study investigates the mediating role of adaptive behavior between Five-Factor traits and employee performance with customers. Empirical evidence from a Canadian call center supports this proposition for three Five-Factor traits. Managerial implications are discussed.
A major challenge for analysis of data from
observational and survey studies is dealing with model mis-specification. A common reason for model
mis-specification is the violation of the independence assumption. Model mis-specification is frequently due to the
inclusion of variables that
are correlated with the error terms (serial correlation) or due to variables
omitted from the study. The application
of standard regression models to such data could lead to over inflated results, i.e. erroneous results, and misleading conclusions.
Longitudinally designed studies make substantial improvements and provide an additional handle to control omitted variables.
However, even with longitudinal data, model mis-specification could occur because of the
nature of observations, i.e. surveys
often include objectively as well as subjectively measured variables.
Subjective variables are respon