Effects of employee’s personality
Personality can be said to be made up of patterns of thoughts, behaviors and feelings which make an individual unique. Both industry practitioners and researcher have come to an agreement that in the fields of service industries, the personality of the employees plays a crucial influence in the quality of company’s service, skills of customer service and also in the overall service-provider’s performance which in turn will influence the customer loyalty, satisfaction and the success of the organization. The key characteristics of the service industry which makes the personality of employees critical include,
The intangibility aspect of services which makes the quality of interaction between the customer and employee very significant to the customer satisfaction.
Heterogeneity: Involving human beings makes service delivery to vary in nature making productivity consistency and standardization difficult to achieve in the service industry and for that reason the customer satisfaction and quality will depend on personality of the employees.
Inseparability of the organization with the individuals: In a service industry, the employees personify and also represent their organization and as such their personality helps in the formation of the organization’s image to the customers .
The quality of service, satisfaction of the customers, competitive success, financial performance and turnovers are some of the organizational results which have a direct relationship with the personality of the employees. Training of the employees will be used to get rid of the negative effects on job performance that would be as a result of employees’ personality. Getting rid of the cultures that are negatively influencing job performance in the organization would be carried out so as to shape the personality of the employees.
Assessment and evaluation of the employees
Tools that are used to assess employees have become more available to the modern corporate world. Organizations no longer have to use personality’s classic dimensions so as to assemble perceived notions of how their employees will perform at their work after they have gone through the interviews. The new technology has enabled consulting firms to evaluate and assess employees on many more dimensions than it had been before and has gone a step further to using predictors that are more tangible and skills concept can be applied even before hiring the employees.
The MBTI (Myer-Briggs Type Indicator) and the Big Five Personality Models will be used to assess and evaluate the characteristics of its employees. These models will help the organization to judge the employee’s personality and ability thus the company will be able to gather information about the behaviors of its employees and this will assist in giving a precise conclusion of employee expectations. With the proper evaluation and assessment of personality of the employees, the company will benefit in accuracy of appraisals to its employees and also in performance and possibilities of success. The Big Five and MBTI models are best suited for categorizing the personalities of the employees and they will help the company in making decision that are informed about the full qualification of its employees and also in predicting performance and satisfaction of the employees in a particular career.
References
Hadju, J. (2008). The Effect of Employee Personality. ProQuest.
Murray R. Barrick, A. M. (2003). Reconsidering the Role of Personality in Organizations. Personality and Work .
