Abstract
A digital era of consumerism and the diversity of customer's background have brought a new perspective in customer service field. As marketplace environment become broader, the expectations of customer continue to rise. This is very important and challenging task to be done by most banks and financial institutions. Hence, this paper aims to propose a conceptual framework on frontline's personality traits and its relationship towards their job performance in financial and banking industry. The five-factors in Big-five Model are used as critical dimensions that possibly provide empirical evidence in relation to frontlines’ job performance. Those dimensions or traits are namely as openness to experience, conscientiousness, extraversion, agreeableness and emotional stability. Subsequently, the consequences of personality traits on the multiple types of job performance are further elaborated in this paper too. It is includes task performance and contextual performance. On the other hand, it is expected that the propose framework of this study will assist organizations in delivering high service quality through proper study on their frontline's personality traits itself.
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