AHFE Open AccessInteractions of job satisfaction with personality could avoid emotional exhaustion among customer service employees
Abstract
This study examined the link between personality characteristics and emotional exhaustion among customer service workers. The live survey application S was employed to conduct a web-based questionnaire survey of customer service workers in the United States in March 2021 with 50 questions related to the COVID-19 pandemic. Most respondents (65.78%) reported that they had felt emotional exhaustion. This study used descriptive statistics, correlation analysis, and moderated regression analyses to test the hypotheses. Results suggested that employee emotional exhaustion was caused by environmental, situational, and social phenomena such as the COVID-19 pandemic at the time rather than individual characters. The result also indicated that employees with high levels of agreeableness, conscientiousness, and job satisfaction can quickly reduce and control their emotional exhaustion when experiencing conflicts.
Keywords: Human Resource Management, Customer service employees, Job satisfaction, Big Five Personality, Conscientiousness, Agreeableness
DOI: 10.54941/ahfe1001856
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