Text in English / Research on employee turnover dates back many decades. However, this research traditionally focused on either understanding turnover intentions or the factors preceding turnover, such as job satisfaction. Despite the challenge in SA being huge and organisations struggling to keep their talent, the research on employee turnover is quite limited. Understanding the different variables that influence employee turnover and providing practical solutions on how to mitigate turnover would be valuable to many organisations. The aim of this research project was to understand the role of personality and organisational climate in employee turnover. In addition, a comprehensive model of employee turnover was developed and tested. The Five Factor Model was used to conceptualise personality, while (due to the limited nature of existing models) a new model was designed to conceptualise organisational climate. A sample of 1 536 people was drawn from a large retail organisation in SA, with 807 stayers and 729 leavers. Biographical, personality and organisational climate information was collected over a two-year period for both samples. Results of the study were mixed; there were no significant differences in the two samples regarding the big five personality factors, except when nine bipolar scales were used. On these scales, leavers were found to be more assertive, persuasive and optimistic than stayers. All five personality factors moderated HR policies & procedures in determining turnover. There were differences between the stayers and leavers samples with regard to age, gender, tenure and absenteeism. Organisational climate was a key determinant of whether people left or stayed and organisations had more than one climate. Personality, organisational climate and absenteeism accounted for 29% of turnover. The proposed model of employee turnover met most of the requirements of goof fit measures when using Structural Equation Modelling (SEM). / Psychology / D.Litt. et Phil.

近年來，顧客關係管理在各企業間的風行，使得客服中心的重要性跟著提升，而分析客服中心績效的因素，發現客服人員的影響十分重要。各企業為了找尋適合的人擔任客服人員，投入許多的時間與精力。近年來十分流行利用人格特質測驗來徵選適合的員工，在徵選客服人員時也會運用到相同方法。人格特質對於工作績效的影響已經被許多研究所證實，但是卻沒有任何研究探討一個重要的議題，那就是客服人員的人格特質與工作績效到底有何關係？ 本研究希望利用近年來頗受注目的人格特質分類-『五大人格特質』，以五大人格特質的觀點切入，探討五大人格特質與客服人員工作績效之間的關連性，期望能夠提供給企業徵選客服人員的理論參考。經過業界訪談後，決定以客服人員最大宗的業務「進線服務」作為研究的範圍，研究的目的在於瞭解客服人員的人格特質對其工作績效之影響，以期提升客服人員的素質，更進一步提高客服中心的績效表現。 本研究經由問卷分析的結果發現，五大人格特質中的勤勉正直性、親和性以及情緒敏感性會直接影響到客服人員工作績效的總分。影響分別是，勤勉正直性為正向相關性，親和性為正向相關性，情緒敏感性為負向相關性。本研究更發現，一般認為會對工作績效會有正向影響的開放學習性，在對於客服人員工作績效的影響卻是負向的。開放學習性對於客服人員工作績效內客觀評核工作指標，會有顯著的負向影響。 五大人格特質對於客服人員工作績效的影響，確實存在且經過本研究的驗證。企業可以利用五大人格特質當作徵選依據，藉以找到適合的人擔任客服人員。

Text in English / Research on employee turnover dates back many decades. However, this research traditionally focused on either understanding turnover intentions or the factors preceding turnover, such as job satisfaction. Despite the challenge in SA being huge and organisations struggling to keep their talent, the research on employee turnover is quite limited. Understanding the different variables that influence employee turnover and providing practical solutions on how to mitigate turnover would be valuable to many organisations. The aim of this research project was to understand the role of personality and organisational climate in employee turnover. In addition, a comprehensive model of employee turnover was developed and tested. The Five Factor Model was used to conceptualise personality, while (due to the limited nature of existing models) a new model was designed to conceptualise organisational climate. A sample of 1 536 people was drawn from a large retail organisation in SA, with 807 stayers and 729 leavers. Biographical, personality and organisational climate information was collected over a two-year period for both samples. Results of the study were mixed; there were no significant differences in the two samples regarding the big five personality factors, except when nine bipolar scales were used. On these scales, leavers were found to be more assertive, persuasive and optimistic than stayers. All five personality factors moderated HR policies & procedures in determining turnover. There were differences between the stayers and leavers samples with regard to age, gender, tenure and absenteeism. Organisational climate was a key determinant of whether people left or stayed and organisations had more than one climate. Personality, organisational climate and absenteeism accounted for 29% of turnover. The proposed model of employee turnover met most of the requirements of goof fit measures when using Structural Equation Modelling (SEM). / Psychology / D.Litt. et Phil.

There is relatively little research based on the Big Five personality dimensions and job satisfaction and the relationship thereof. Job satisfaction of employees is a good indication of organizational effectiveness and is influenced by organizational and dispositional factors. The fundamental nature of the dispositional approach is that individuals have stable traits that significantly influence their affective and behavioral reactions to organizational settings. The general objective of this study was to determine the relationship between personality dimensions and job satisfaction of bank employees. A quantitative design was used in the empirical study. The sample consisted of 126 bank employees. The current research found that employees who are high in openness, conscientiousness and low in neuroticism tend to be more satisfied with their job. Agreeableness personality did not have a significant relationship with job satisfaction, while employees with high levels of extraversion had negative significant correlation with job satisfaction. However, overall personality dimensions explained relatively small percentages in the variance of job satisfaction. The findings will aid management institutions in selecting, and retaining employees as higher job satisfaction is linked to higher levels of productivity, effectiveness and commitment. Key words: extroversion, neuroticism, agreeableness, conscientiousness, openness, job satisfaction, bank employees.

Gamification is a modern concept that makes physical and digital activities engaging and enjoyable just like games. Game elements are added to mobile applications for user retention and engagement. One of the dark sides of gamification i.e., addiction is explored in this novel study in the context of mobile application design. It uses a mixed-method approach to lay the foundation of the relation between gamification and Smartphone Addiction, which is critically explained in a limited literature review using existing theories and studies on gamification. Interviews with behavioral experts confirm the psychological aspects of the research. The study also identifies game elements that contribute to smartphone addiction by a survey analysis of 269 participants. Results reveal Scrolling and Tapping as most addictive game elements. Some elements also show a statistically significant relationship with daily smartphone usage in hours. There are many effective applications of gamification, and in the context of mobile application design, it indeed helps to increase user engagement, however, there is an ethical need to reflect on what the exaggerated form of this engagement can lead to. As future research, a longitudinal study and experiments are suggested to find out this relationship with the use of empirical data.