The interactive effect of extraversion and extraversion dissimilarity on emotional exhaustion in customer service employees: A test of the asymmetry hypothesis
dc.contributor.author | Perry, Sara J. | |
dc.contributor.author | Dubin, David F. | |
dc.contributor.author | Witt, L. A. | |
dc.date.accessioned | 2022-06-14T20:20:03Z | |
dc.date.available | 2022-06-14T20:20:03Z | |
dc.date.issued | 2010-04 | |
dc.description.abstract | Testing the asymmetry hypothesis with regard to personality and one indicator of employee well-being, we explored the interactive effects of extraversion dissimilarity and individual extraversion on customer-oriented exhaustion. We predicted that high-extraversion individuals would experience increased exhaustion when their coworkers were dissimilar on the trait of extraversion, whereas low-extraversion individuals would be unaffected by dissimilarity, because they generally avoid coworker interaction. In a sample of 313 call center employees, we found that high-extraversion individuals experienced increased exhaustion when their coworkers were lower in extraversion, but this relationship was nonsignificant for low-extraversion individuals. These findings may help managers understand risk factors and prevent customer-oriented exhaustion among their customer-service employees. | en_US |
dc.description.keywords | Extraversion | en_US |
dc.description.keywords | Exhaustion | en_US |
dc.description.keywords | Asymmetry hypothesis | en_US |
dc.description.keywords | Customer service | en_US |
dc.description.keywords | Dissimilarity | en_US |
dc.identifier.citation | Perry, S. J., Dubin, D. F., & Witt, L. A. (2010). The interactive effect of extraversion and extraversion dissimilarity on emotional exhaustion in customer service employees: A test of the asymmetry hypothesis. Personality and Individual Differences, 48(5), 634-639. https://doi.org/10.1016/j.paid.2009.12.022 | en_US |
dc.identifier.doi | 10.1016/j.paid.2009.12.022 | |
dc.identifier.uri | https://hdl.handle.net/2104/12087 | |
dc.publisher | Elsevier | en_US |
dc.title | The interactive effect of extraversion and extraversion dissimilarity on emotional exhaustion in customer service employees: A test of the asymmetry hypothesis | en_US |
dc.type | Article | en_US |
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