Personality and Job Performance of Frontline Employees: A Meta-Analytic Review

Bernd Marcus and Jule Heibrock

SMR - Journal of Service Management Research, 2022, vol. 6, issue 1, 28-46

Abstract: Trends in personnel management of frontline employees’ (FLEs) imply that “soft skills” related to personality may be hardest to replace by technological advancements and, thus, become increasingly important. Building on the five-factor model (FFM) of personality, the present research therefore aimed at clarifying meta-analytically the role of personality for explaining FLEs’ job performance. Analyses covered 31 to 55 studies per FFM dimension (N = 6,514 to 10,139). It was found that all five dimensions showed moderate and generalizable relations either to subjectively, or to objectively, measured performance in sales jobs, whereas results were more mixed in non-sales jobs. We also found some evidence of positive time trends of validities. Theoretical and managerial implications include shifting the focus to (1) narrower and more job-related traits, (2) identifying more homogeneous clusters of non-sales jobs, (3) studying more complex personality performance relations, and (4) further monitoring time trends related to technological changes.

Date: 2022
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.nomos-elibrary.de/10.5771/2511-8676-2022-1-28 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:nms:nomsmr:10.5771/2511-8676-2022-1-28

Ordering information: This journal article can be ordered from
Nomos Verlagsgesellschaft mbH & Co. KG, Waldseestraße 3-5, 76530 Baden-Baden, Germany
https://www.nomos-sh ... -research-id-114066/

DOI: 10.5771/2511-8676-2022-1-28

Access Statistics for this article

SMR - Journal of Service Management Research is currently edited by Prof. Dr. Marion Büttgen, Prof. Dr. Andreas Eggert, Prof. Dr. Heiner Evanschitzky, Prof. Dr. Christiane Hipp, Prof. Dr. Jens Hogreve, Prof. Dr. Joachim Hüffmeier, Prof. Dr. Helmut Krcmar and Prof. Dr. Martin Matzner

More articles in SMR - Journal of Service Management Research from Nomos Verlagsgesellschaft mbH & Co. KG
Bibliographic data for series maintained by Nomos Verlagsgesellschaft mbH & Co. KG ().