摘要：The aim of the study wa s to identify those p ersona lity tr aits a nd re silie nce fa ctor s that cou ld influence the a bility of Customer Service Repr esenta tives in a c all centre to ma nage burnout effec tively. A cross- sectional survey de sign wa s use d a nd the sa mple consisted of 1 87 c ustomer service representa tives from a call centre. T he Big Five Personality Structure was utilised to measure persona lity traits by mea ns of the Inte rna tional Pe rsonality Item Pool. T he Resilience Sca le and the Ma slac h Burnout Inve ntory (G enera l Survey) w ere used to measure resilience and burnout respectively. By means of multiple stepwise regression analysis, sign ifica nt linear rela tionships were identified between two of the Big Five personality fa ctors, Conscientiousness, and Agreeableness, a nd sever al of the dimensions of bur nout. Re silience was found to ha ve a significa nt influence on tw o burnout dimensions, namely Cynicism/D epersonalisation and Professional Efficacy, respectively. The results are informative in terms of its use for fu ture selection and development pu rposes of custome r service represe ntative s employed in ca ll centres.
关键词：Se lection. Big Five Persona lity Tr aits. Stre ssfu l Work Envir onments. Individual Attributes. Staff ; T ur no ver
