Personality And Self-Rated Service Performance: Mediating Role Of Customer Orientation, Productivity Propensity And Engagement

Abstract

The purpose of this study is to examine the personality traits of frontline employees and their impact on self-rated performance along with the variables of customer orientation, productivity propensity and engagement. This study was cross-sectional, and data were collected through a questionnaire that was self-administrated. The data of 152 questionnaires were collected from frontline employees of different banks, including commercial and Islamic banks, situated in Faisalabad. The findings of this study indicate that the relationship between agreeableness, customer orientation, product propensity, conscientiousness and customer orientation, and neuroticism with productivity propensity were insignificant.