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。

人之性格與行為到底是由與生俱來的先天因素（nature）抑或環境行為等後天因素（nurture）決定呢？這方面的爭議是心理學家數十年來的興趣。然而，近十年中工業與組織心理學家才開始注意到，工作滿意與工作價值觀之氣質（disposition）源起與影響程度。本研究之目的，即在探討「五大人格特質」、「工作價值觀」、「工作滿意」三者間的關係。 本研究所使用的樣本乃為台灣之某一國營企業員工，有效樣本共568位。研究結果發現：五大人格特質與工作滿意是有所關係的，其中嚴謹自律性、外傾支配性、和善性分別對工作滿意具有預測力。五大人格特質對於內在滿意的影響則高於外在滿意；此外，研究者亦提出實徵數據佐證五大人格特質是可以有效地預測工作價值觀，解釋量約為45%；而且工作價值觀也會影響工作滿意且關係密切，與西方或是東方之台灣與韓國的研究相當一致。最重要的是本研究也發現工作價值觀(之工作目的性價值觀與工作手段價值觀均)為五大人格中之嚴謹自律性與內在滿意以及外向性與一般滿意之中介變項。此外，工作手段價值觀僅為五大人格中之和善性與一般滿意之中介變項。 綜合本研究結果與發現，研究者指出本研究之限制與未來研究方向，嘗試整合工作滿意之人格氣質緣起的架構並建立模式。以供工業與組織心理學家以及組織行為學者作為參考。 關鍵字：五大人格特質、工作價值觀、工作滿意、中介變項、氣質 / For decades, the debate over the issue of whether personalities and behaviors of human beings are determined by Nature or Nurture has been one of the major research interests of psychologists. However, it was not until the past ten years that industrial/organizational psychologists started to notice the dispositional sources of and their effects on job satisfaction and work values. In line with this trend, the present study aimed to investigate the relationships between the Five Factor Model of Personality (FFM, also known as the Big Five), work values, and job satisfaction. The study sampled 568 employees from one of the state-operated enterprises in Taiwan, and the Big Five was found to be related to job satisfaction, which could be predicted by Conscientiousness, Extraversion, and Agreeableness, respectively. The influence of the Big Five over intrinsic satisfaction was higher than that over extrinsic satisfaction. In addition, the researcher provided empirical data to substantiate the notion that the Big Five could predict work values effectively, accounting for 45% of the variance. The finding of a strong association between work values and job satisfaction was consistent not only with other research results obtained from eastern countries such as Taiwan and Korea, but also with those obtained in the West. Most important of all, terminal and instrumental work values were found to be the mediator between Conscientiousness and intrinsic satisfaction, as well as that between Extraversion and general satisfaction. However, only terminal work values served as the mediator between Agreeableness and general satisfaction. Summing up the results and discoveries of the present study, the limitations of it were pointed out, and directions for further investigation were suggested. Trying to construct a model by integrating the dispositional sources of job satisfaction and work values into a framework, the researcher wished to provide a footstone of future research for other industrial/organizational psychologists as well as organizational behaviorists. Keywords：Five Factor Model of Personality；FFM；Big Five；disposition；work values；job satisfaction；mediator

Objectifs. Le décrochage d’études universitaires est un comportement marquant la sortie d’un cursus avant l’obtention du diplôme le validant. Il est produit par des processus complexes se manifestant sur les lignes de fragilité du rapport entre la singularité psychique de l’étudiant et le cursus d’études dans lequel il s’inscrit et évolue. Cette thèse vise à préciser les déterminants psychosociaux à l’œuvre dans ces processus. / Introduction. Dropping out of university is a behavior related to leaving a study course without a degree. It is produced by complex processes manifested on the lines of fragility in the relationship between the psychic singularity of the student and the enrollment on specific studies. The aim of this thesis is to precise psychosocial determinants at work in these processes.

<p>Three main theoretical approaches to the study of the causation of prejudice can be distinguished within psychological research. The cognitive approach suggests that prejudice is a function of cognitive processes where stereotypic information about social groups, stored in memory, is automatically activated and affects people’s judgements and behavior toward members of the target group. The personality approach suggests that prejudice is a function of people’s personality characteristics. Finally, the social psychological approach emphasizes people’s group membership and group identification as the as major source of causation.</p><p>Previous research has almost entirely focused on only one approach of causation at a time. The focus has also shifted periodically – with attention paid to one approach at each period of time. The present thesis is an attempt to integrate these approaches and suggests an integrative model where the relative contribution of each approach could be assessed. The underlying assumption is that all three approaches are meaningful and that prejudice is a complex phenomenon that is best explained by taking into account all approaches jointly.</p><p>Examining the cognitive approach, Paper I revealed that people are knowledgeable of the cultural stereotypes and that stereotypic information is automatically activated and affects people’s judgments. Paper II (and Paper III) supported the personality approach and revealed that prejudice is highly related to primary personality characteristics and, in line with a central idea in this approach, different types of prejudice (ethnic prejudice, sexism, homophobia, and prejudice toward disabled people) are highly correlated. The results of Paper III revealed the importance of group membership and group identification, supporting the social psychology approach.</p><p>The findings are discussed in relation to previous research and the necessity to integrate various approaches and disciplines to explain psychological phenomena in general and prejudice in particular. Also, implications of the findings for prejudice prevention are discussed.</p>

Three main theoretical approaches to the study of the causation of prejudice can be distinguished within psychological research. The cognitive approach suggests that prejudice is a function of cognitive processes where stereotypic information about social groups, stored in memory, is automatically activated and affects people’s judgements and behavior toward members of the target group. The personality approach suggests that prejudice is a function of people’s personality characteristics. Finally, the social psychological approach emphasizes people’s group membership and group identification as the as major source of causation. Previous research has almost entirely focused on only one approach of causation at a time. The focus has also shifted periodically – with attention paid to one approach at each period of time. The present thesis is an attempt to integrate these approaches and suggests an integrative model where the relative contribution of each approach could be assessed. The underlying assumption is that all three approaches are meaningful and that prejudice is a complex phenomenon that is best explained by taking into account all approaches jointly. Examining the cognitive approach, Paper I revealed that people are knowledgeable of the cultural stereotypes and that stereotypic information is automatically activated and affects people’s judgments. Paper II (and Paper III) supported the personality approach and revealed that prejudice is highly related to primary personality characteristics and, in line with a central idea in this approach, different types of prejudice (ethnic prejudice, sexism, homophobia, and prejudice toward disabled people) are highly correlated. The results of Paper III revealed the importance of group membership and group identification, supporting the social psychology approach. The findings are discussed in relation to previous research and the necessity to integrate various approaches and disciplines to explain psychological phenomena in general and prejudice in particular. Also, implications of the findings for prejudice prevention are discussed.

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.

Studiens syfte är att påvisa hur barn tillämpar enkel teknik i förskolan genom de fem enkla maskinerna. Observationer och”Intervju i farten” är de metodval som besvarar studiens syfte och frågeställningar. Observationer och intervjuer har genomförts i förskolans utemiljö under en förmiddag och utgår från barnens fria lek där målet är att utgå ifrån barnens perspektiv och reflektioner. Situationerna som blivit valda till studien baseras av barnens nyfikenhet och påvisade intressen. Resultatet i studien visar att två av de fem enkla maskinerna tillämpas av barnen i förskolans utemiljö och fria lek. Detta synliggörs genom deras användning av lutande planet och hjulet ur de fem enkla maskinerna. Det sker genom användning av redskap, som utforskande, del av leken och genom begrepp. Detta sker genom ett sociokulturellt perspektiv där olika faktorer påverkar barnens lärande. / The purpose of the study is to demonstrate how children apply simple technology in preschool through “The Big Five”. Observations and "Interview on the move" are the method choices that answer the purpose and questions of the study. Observations and interviews have been conducted in the preschool outdoor environment during a morning and are based on the children's free play where the aim is to start from the children's perspective and reflections. The situations that have been chosen for the study are based on the children's curiosity and demonstrated interests. The result of the study shows that two of “The Big Five” are applied by the children in the preschool outdoor environment and free play. This is demonstrated by their use of the leaning plane and the wheel from “The Big Five”. It shows by their use of tools such as exploration, part of the game and through concepts. This is done through a sociocultural perspective where different factors influence children's learning.

Tidigare forskning har visat att föräldrars anknytningsstil och personlighet samverkar och påverkar varandra. Men hur ser förhållandena ut mellan anknytningsstil, självkänsla, välmående och personlighet? I den här uppsatsen prövades fem hypoteser huruvida det fanns samband mellan dessa. Detta gjordes via en enkät som mätte de fem grundläggande dimensioner (vänlighet, extraversion, neuroticism, öppenhet och samvetsgrannhet), subjektivt psykiskt välmående, självkänslan samt anknytningen utifrån fem aspekter; två otrygga av karaktären avståndstagande (distans och sakorientering) och två av ängslig/närhetssökande karaktär (relationsfixering och bifallsbehov) samt tillit, den trygga anknytningsstilen som utmärks av ett tryggt och tillitsfullt förhållande till sig själv och till andra. De verktyg som användes var Big Five Inventory (BFI), Välmåendeformuläret, Rosenberg Self-Esteem Scale (RSES) samt Attachment Style Questionnaire (ASQ). Enkätens reliabilitet var genomgående god. Totalt svarade 853 deltagare på enkäten i åldrarna mellan 20-74 år (M = 43.3, SD = 10.15) där 67.3% var kvinnor. Korrelationsanalyser och multipla regressionsanalysen genomfördes. Hypoteserna fick stöd i studien, anknytningsstilen kan prediceras av personlighetsdrag, välmående och självkänsla. Resultaten visade att anknytningsstilen tillit prediceras med positiva samband av vänlighet, extraversion, självkänsla och välmående samt ett negativt samband av neuroticism, vilket övriga anknytningsstilar inte har. / Previous research has shown that parents' attachment style and personality interact and influence each other. But what do the relationships between attachment style, self-esteem, well-being and personality look like? In this essay, five hypotheses were tested to see how these correlates with each other. This was done by a survey that measured the five basic dimensions (agreeableness, extraversion, neuroticism, openness and conscientiousness), subjective well-being, self-esteem and attachment style based on five aspects; two insecure of distancing nature and two of an anxious / closeness-seeking nature, the secure attachment style is characterized by a secure relationship with oneself and others. The survey was based on Big Five Inventory (BFI), Questionnaire on well-being, Rosenberg Self-Esteem Scale (RSES) and the Attachment Style Questionnaire (ASQ). The reliability of the survey was good. A total of 853 participants responded to the survey between the ages of 20-74 (M = 43.3, SD = 10.15), where 67.3% were women. Correlation analyzes and multiple regression analyzes were performed. The hypotheses were confirmed, attachment style can be predicted by personality traits, well-being and self-esteem. The results showed that the secure attachment is predicted by and has a positive correlation with agreeableness, extraversion, self-esteem and well-being as well as a negative correlation to neuroticism, which the other attachment styles did not have.

Previous studies have shown that we can measure personality not only of humans but of animals as well including domestic cats (Felis catus). Results of studies have also shown that personality of the domestic cat might be influenced by various factors e.g. age, gender or breed of the cat. Although only a few studies were focused on association between owner personality and behavioral profile of their cat. The aim of our study was to explore association between the personality of the owners and the behavioral profile of their cats assessed by their owners. We used correlations for analysing data. The sample included 404 respondents (women), who filled in a Czech translation of BFI-2 and a Czech translation of the Feline Five Questionnaire for their cats (the cat sample consists of 194 males and 210 females). Our results showed a set of correlations between personality factors of the owner and behavioral factors of her cat. The strongest positive correlation was measured between consciousness of the owner and extraversion of her cat. One possible explanation of these associations is based on the Similarity-Attraction Hypothesis, which means that the owner chooses an animal that is similar to her in various characteristics. According to another theory the owner projects her own characteristics into...

En hög grad av motivation och kunskapsutveckling har setts som nära sammankopplat med en god prestationsförmåga i arbetslivet. En del av variationen av motivation har visat sig kunna förklaras genom personlighet och idag används personlighetstester frekvent i rekryteringsprocessen. Syftet med studien var därför att undersöka om personlighetsegenskaper enligt femfaktorteorin kunde predicera intern respektive extern arbetsmotivation. Hypotesen var att olika personlighetsegenskaper kunde predicera intern respektive extern arbetsmotivation. Studien använde sig av mätverktyget Work Extrinsic and Intrinsic Motivation Scale (WEIMS) för att undersöka intern (W-SDM) respektive extern (W-NSDM) arbetsmotivation. Personlighetsegenskaper undersöktes med Ten Items Personality Inventory (TIPI) som grundade sig i femfaktorteorin med fem personlighetsegenskaper. Multipel regressionsanalys visade att personlighetsegenskaper som neuroticism och extraversion signifikant kunde predicera arbetsmotivation. En hög grad av egenskapen neuroticism kunde predicera både en hög intern och extern nivå av arbetsmotivation, medan högre nivåer av extraversion kunde predicera en hög nivå av extern arbetsmotivation. Sammanfattningsvis kan det sägas att graden av personlighetsegenskaper som neuroticism och extraversion kan predicera nivån av intern och extern arbetsmotivation. / A high degree of motivation has been closely linked to good performance in work organizations. Some of the variation in motivation has been shown to be explained by personality, and today personality tests are frequently used in recruitment processes. Therefore, the purpose of this study was to investigate whether different personality traits, based on the five-factor model, could predict internal and external work motivation. The hypothesis was that different personality traits could predict internal and external work motivation. In this study, the Work Extrinsic and Intrinsic Motivation Scale (WEIMS) was used to examine internal (W-SDM) and external (W-NSDM) work motivation. Personality traits were examined with Ten Items Personality Inventory (TIPI), which was based on the Big five with five personality traits. Multiple regression analysis showed that a high degree of neuroticism could predict both a high internal and external level of work motivation, while higher levels of extraversion could predict a high level of external work motivation. In summary, the degree of personality traits such as neuroticism and extraversion can predict the level of internal and external work motivation.