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M. D. Hartline and O. C. Ferrell, “The Management of Customer-Contact Service Employees: An Empirical Investigation,” Journal of Marketing, Vol. 60, No. 4, 1996, pp. 52-70. doi:10.2307/1251901

has been cited by the following article:

• TITLE: Personality Traits and Performance: The Mediating Role of Adaptive Behavior in Call Centers

  AUTHORS: Said Echchakoui

  KEYWORDS: Five-Factor Traits; Adaptive Behavior; Performance with Customers; Call Center; Employee

  JOURNAL NAME: American Journal of Industrial and Business Management, Vol.3 No.1, January 17, 2013

  ABSTRACT: 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.