Determining the discrimination level of personality traits of frontline employees on job performances

Abstract

The service quality of frontline employees plays a critical role in maintaining long-term relationships with customers and has a significant impact on increasing customer satisfaction and loyalty. Service quality is directly related to the work performance of the employees. The job performance of the employees for doing the same job can be very different. Individual and organizational factors play a role in the formation of this difference. In this study, job performance is taken into account in the context of personality, which constitutes one of the individual differences. A limited number of empirical studies were conducted on the effects of frontline employees' personality traits on job performance. In this context, the main purpose of the study is to determine the discriminative personality traits of frontline employees on the job performance. In the framework of this objective firstly, two-step clustering analysis was carried out to identify the difference groups that determining the job performance levels of front office employees. After determining the job performance groups of frontline employees, discriminant analysis was used to determine whether personality traits had a discriminative and effective role on job performance. As a result of the research, it was determined that the personality characteristics of the employees had a discriminative role in determining the difference between job performance groups. Another important finding in the study is that the personality traits of the frontline employees are more correlated with the contextual performance than the task performance. It is thought that the findings obtained from the research will be useful in the selection of employees with suitable personality traits for the front office department of accommodation establishments and in determining the training activities appropriate for the personal development of the employees.