Exploring the Relationship between Telephone Interviewers' Psychological Traits and Performance

電訪員心理特質與訪問表現的關係

10.7014/SRMA.2011040001

楊孟麗(Meng-Li Yang)；于若蓉(Ruoh-Rong Yu)

NEO-FFI人格量表 ； 歸因型態 ； 五大人格模型 ； 電話訪問員 ； 訪員表現 ； NEO-FFI ； attributional style ； five-factor personality model ； telephone interviewer ； interviewer performance

調查研究-方法與應用

25期（2011 / 04 / 01）

7 - 46

英文

既有研究指出，個人的心理素質對其工作表現影響甚鉅。其中人格特質及個人對經驗的歸因型態，都跟個人的事業成就有密切的關係。然而，在調查研究領域，相關的研究不僅極為稀少，也找不到跟訪問品質相關的心理素質。由於銷售員與訪員的工作性質相近，我們借助銷售員相關研究的發現，假設人格特質中的審慎性及外向性較高的訪員，會有較佳的工作表現；在歸因型態方面則假設，對不愉快的經驗較不會做永久性、普遍性歸因的訪員，亦會有較佳的工作表現。我們蒐集52位電訪員的人格及歸因特質資料，並觀察這些人後續在三個電話訪問調查中的表現。由於訪員參訪的調查數目不等，實際用於分析的計有98筆人次資料。我們以訪員的完訪率／合作率與督導評量分數，分別作為其客觀與主觀的工作表現指標。研究結果顯示，愈會對不愉快經驗做暫時性而非永久性歸因的訪員，在各類指標上都有愈好的表現。而較外向的訪員，則傾向有較高的訪問合作率。對於本文的意涵與可能的限制，在文末也做了討論。

Psychological traits are critical to job performance. Among the traits, both personality characteristics and attributional styles are closely related to career success. However, similar studies in the field of survey research are at most rare and fruitless. In this paper, we borrow from research results on salespersons and hypothesize interviewers who score higher on the Conscientiousness and Extraversion factors and who are less likely to make permanent and pervasive attributions for unfavorable experiences have better performance. We collected data from 52 telephone interviewers, who later participated in at least one and at most three, of three survey projects, obtaining a total of 98 observations. We used both response/cooperation rates and supervisor evaluations as the objective and subjective indicators, respectively. Results indicate that those who tend more to give temporary rather than permanent reasons for unfavorable events have better performance on all the measures. The Extraversion dimension of personality has a significant relationship with the cooperation rate. We discuss the limitations and implications of the study.

1. AAPOR=American Association for Public Opinion Research(2009).Standard Definitions: Final Dispositions of Case Codes and Outcome Rates for Surveys.
2. Abramson, Lyn Y.,Seligman, Martin E. P.,Teasdale, John(1978).Learned Helplessness in Humans: Critique and Reformulation.Journal of Abnormal Psychology,87,32-48.
3. Anderson, Craig A.(1983).Motivational and Performance Deficits in Interpersonal Settings: The Effect of Attributional Style.Journal of Personality and Social Psychology,45,1136-1147.
4. Axelrod, Morris,Cannell, Charles F.(1959).A Research Note on an Attempt to Predict Interviewer Effectiveness.Public Opinion Quarterly,23,571-576.
5. Badovick, Gordon J.(1990).Emotional Reactions and Salesperson Motivation: An Attributional Approach Following Inadequate Sales Performance.Journal of the Academy of Marketing Science,18,123-130.
6. Bailar, Barbara,Bailey, Leroy,Stevens, Joyce(1977).Measures of Interviewer Bias and Variance.Journal of Marketing Research,14,337-343.
7. Barrick, Murray R.,Mount, Michael K.(1991).The Big Five Personality Dimensions and Job Performance: A Meta-Analysis.Personnel Psychology,44,1-26.
8. Barrick, Murray R.,Mount, Michael K.,Judge, Timothy A.(2001).Personality and Performance at the Beginning of the New Millennium: What Do We Know and Where Do We Go Next?.International Journal of Selection and Assessment,9,9-30.
9. Barrick, Murray R.,Mount, Michael K.,Strauss, Judy P.(1993).Conscientiousness and Performance of Sales Representatives: Test of the Mediating Effects of Goal Setting.Journal of Applied Psychology,78,715-722.
10. Barrick, Murray R.,Steward, Greg,Piotrowski, Mike(2002).Personality and Job Performance.Journal of Applied Psychology,87,43-51.
11. Behling, Orlando(1998).Employee Selection: Will Intelligence and Conscientiousness Do the Job?.The Academy of Management Executive (1993-2005),12,77-86.
12. Berk, Marc,Bernstein, Amy(1988).Interviewer Characteristics and Performance on a Complex Health Survey.Social Science Research,17,239-251.
13. Brewin, Chris R.,Shapiro, David(1984).Beyond Locus of Control: Attribution of Responsibility for Positive and Negative Outcomes.British Journal of Psychology,75,43-50.
14. Buchanan, Gregory M.(ed.),Seligman, Martin E. P.(ed.)(1995).Explanatory Style.Hillsdale, NJ:Lawrence Erlbaum Associates.
15. Cleary, Paul D.,Mechanic, David,Weiss, Norma(1981).The Effect of Interviewer Characteristics on Responses to a Mental Health Interview.Journal of Health and Social Behavior,22,183-193.
16. Corr, Phillip J.,Gray, Jeffrey A.(1996).Attributional Style as a Personality Factor in Insurance Sales Performance in the UK.Journal of Occupational and Organizational Psychology,69,83-87.
17. Corr, Phillip J.,Gray, Jeffrey A.(1995).Attributional Style, Socialization and Cognitive Ability as Predictors of Sales Success: A Predictive Validity Study.Personality and Individual Differences,18,241-252.
18. Costa, Paul T., Jr.,McCrae, Robert R.(1992).Revised NEO Personality Inventory (NEO PI-R) and NEO Five-Factor Inventory (NEO-FFI): Professional Manual.Odessa, FL:Psychological Assessment Resources, Inc..
19. Costa, Paul T., Jr.,McCrae, Robert R.(1985).The NEO Personality Inventory Manual.Odessa, FL:Psychological Assessment Resources, Inc..
20. Dunn, Wendy S.,Mount, Michael K.,Barrick, Murray R.,Ones, Deniz S.(1995).Relative Importance of Personality and General Mental Ability in Managers' Judgments of Applicant Qualifications.Journal of Applied Psychology,80,500-509.
21. Durbin, James,Stuart, A.(1951).Differences in Response Rates of Experienced and Inexperienced Interviewers.Journal of the Royal Statistical Society,114(A),163-206.
22. Furnham, Andrian,Miller, Tony(1997).Personality, Absenteeism and Productivity.Personality and Individual Differences,23,705-707.
23. Furnham, Andrian,Sadka, Valda,Brewin, Chris R.(1992).The Development of an Occupational Attributional Style Questionnaire.Journal of Organizational Behavior,13,27-39.
24. Gfroerer, J.(ed.),Eyerman, J.(ed.),Chromy, J.(ed.)(2002).Redesigning an Ongoing National Household Survey.Washington, DC:Substance Abuse and Mental Health Services Administration.
25. Goldberg, Lewis R.(1992).The Development of Markers of the Big-Five Factor Structure.Psychological Assessment,4,26-42.
26. Goldberg, Lewis R.(1993).The Structure of Phenotypic Personality Traits.American Psychologist,48,26-34.
27. Groves, Robert M.,Couper, Mick(1998).Nonresponse in Household Interview Surveys.New York:Wiley.
28. Groves, Robert M.,Fultz, Nancy H.(1985).Gender Effects among Telephone Interviewers in a Survey of Economic Attitudes.Sociological Methods and Research,14,31-52.
29. Hilsman, Ruth,Garber, Judy(1995).A Test of the Cognitive Diathesis-Stress Model of Depression in Children: Academic Stressors, Attributional Style, Perceived Competence, and Control.Journal of Personality and Social Psychology,69,370-380.
30. Hogan, Joyce,Holland, Brent(2003).Using Theory to Evaluate Personality and Job-Performance Relations: A Socioanalytic Perspective.Journal of Applied Psychology,88,100-112.
31. Hsiao, Cheng(2003).Analysis of Panel Data.Cambridge:Cambridge University Press.
32. Hurtz, Gregory M.,Donovan, John J.(2000).Personality and Job Performance: The Big Five Revisited.Journal of Applied Psychology,85,869-879.
33. Hyman, Herbert H.(1954).Interviewing in Social Research.Chicago:University of Chicago Press.
34. John, O. P.(ed.),Robins, R. W.(ed.),Pervin, L. A.(ed.)(2008).Handbook of Personality: Theory and Research.New York:Guilford.
35. Johnson, R.,Price, Y.(1988).The Relationship of the Jackson Personality Traits of U.S. Census Bureau Current Survey Interviewers to Work Performance and Turnover.Washington, DC:U.S. Bureau of the Census.
36. Judge, Timothy A.,Bono, Joyce E.,Ilies, Remus,Gerhardt, Megan W.(2002).Personality and Leadership: A Qualitative and Quantitative Review.Journal of Applied Psychology,87,765-780.
37. Kennet, J.(ed.),Gfroerer, J.(ed.)(2005).Evaluating and Improving Methods Used in the National Survey on Drug Use and Health.Washington, DC:Substance Abuse and Mental Health Services Administration.
38. McCrae, Robert R.,Costa, Paul T., Jr.(1987).Validation of the Five-Factor Model of Personality Across Instruments and Observers.Journal of Personality and Social Psychology,52,81-90.
39. McCrae, Robert R.,Costa, Paul T., Jr.(1985).Updating Norman's Adequate Taxonomy: Intelligence and Personality Dimensions in Natural Language and in Questionnaires.Journal of Personality and Social Psychology,49,710-721.
40. Mount, Michael K.,Barrick, Murray R.(1995).The Big Five Personality Dimensions: Implications for Research and Practice in Human Resource Management.Research in Personnel and Human Resource Management,13,153-200.
41. Mount, Michael K.,Barrick, Murray R.,Stewart, Greg L.(1998).Five Factor Model of Personality and Performance in Jobs Involving Interpersonal Interactions.Human Performance,11,145-165.
42. Norman, Warren T.(1963).Toward an Adequate Taxonomy of Personality Attributes: Replicated Factor Structure in Peer Nomination Personality Ratings.Journal of Abnormal and Social Psychology,66,574-583.
43. O''Muircheartaigh, Colm,Campanelli, Pamela(1998).The Relative Impact of Interviewer Effects and Sample Design Effects on Survey Precision.Journal of the Royal Statistical Society,161(A),63-77.
44. Peterson, Christopher(1988).Explanatory Style as a Risk Factor for Illness.Cognitive Therapy and Research,12,117-130.
45. Peterson, Christopher,Barrett, Lisa(1987).Explanatory Style and Academic Performance among University Freshmen.Journal of Personality and Social Psychology,53,603-607.
46. Peterson, Christopher,Seligman, Martin E. P.(1984).Causal Explanations as a Risk Factor for Depression: Theory and Evidence.Psychological Review,91,347-374.
47. Peterson, Christopher,Seligman, Martin E. P.(1987).Explanatory Style and Illness.Journal of Personality,55,237-265.
48. Peterson, Christopher,Seligman, Martin E. P.,Vaillant, George(1988).Pessimistic Explanatory Style is a Risk Factor for Physical Illness: A Thirty-Five Year Longitudinal Study.Journal of Personality and Social Psychology,55,23-27.
49. Reijntjes, Albert,Dekovic, Maja,Vermande, Marjolijn,Telch, Michael J.(2008).Predictive Validity of the Children's Attributional Styles Questionnaire: Linkages with Reactions to an In Vivo Peer Evaluation Manipulation.Cognitive Therapy and Research,32,247-260.
50. Salgado, Jesús F.(1997).The Five Factor Model of Personality and Job Performance in the European Community.Journal of Applied Psychology,82,30-43.
51. Scandell, Donald J.(2000).Development and Initial Validation of Validity Scales for the NEO-Five Factor Inventory.Personality and Individual Difference,29,1153-1162.
52. Schulman, Peter(1999).Applying 'Learned Optimism' to Increase Sales Productivity.Journal of Personal Selling & Sales Management,XIX,31-37.
53. Schulman, Peter,Seligman, Matin E. P.,Amsterdam, Debora(1987).The Attributional Style Questionnaire Is Not Transparent.Behaviour Research and Therapy,25,391-395.
54. Seligman, Martin E. P.,Abramson, Lyn Y.,Semmel, Amy,von Baeyer, Carl(1979).Depressive Attributional Style.Journal of Abnormal Psychology,88,242-247.
55. Seligman, Martin E. P.、Hung, LanTrans.(1997)。樂觀學習，學習樂觀。Taipei:遠流=Yuan-Liou。
56. Seligman, Martin E. P.,Nolen-Hoeksema, Susan,Thornton, Knot,Thornton, Karen M.(1990).Explanatory Style as a Mechanism of Disappointing Athletic Performance.Psychological Science,1,143-146.
57. Seligman, Martin E. P.,Schulman, Peter(1986).Explanatory Style as a Predictor of Productivity and Quitting among Life Insurance Sales Agents.Journal of Personality and Social Psychology,50,832-838.
58. Silvester, Joanne,Patterson, Fiona ,Ferguson, Eamonn(2003).Comparing Two Attributional Models of Job Performance in Retail Sales: A Field Study.Journal of Occupational and Organizational Psychology,76,115-132.
59. Singer, Eleanor,Frankel, Martin R.,Glassman, Marc B.(1983).The Effect of Interviewer Characteristics and Expectations on Response.Public Opinion Quarterly,47,68-83.
60. Strutton, David,Lumpkin, James R.(1992).Relationship between Optimism and Coping Strategies in the Work Environment.Psychological Reports,71,1179-1187.
61. Strutton, David,Lumpkin, James R.(1993).The Relationship between Optimism and Coping Styles of Salespeople.Journal of Personal Selling & Sales Management,13,71-82.
62. Sweeney, Paul D.,Anderson, Karen,Bailey, Scott(1986).Attributional Style in Depression: A Meta-Analytic Review.Journal of Personality and Social Psychology,50,974-991.
63. Tett, Robert P.,Jackson, Douglas N.,Rothstein, Michell(1991).Personality Measures as Predictors of Job Performance: A Meta-Analytic Review.Personnel Psychology,44,703-742.
64. Turner, Charles F.(ed.),Lessler, Judith T.(ed.),Gfroerer, Joseph(ed.)(1992).Survey Measurement of Drug Use: Methodological Studies.Rockville, MD:National Institutes of Health.
65. Van Tilburg, Theo(1998).Interviewer Effects in the Measurement of Personal Network Size: A Non-experimental Study.Sociological Methods and Research,26,300-328.
66. Vinchur, Andrew J.,Schippmann, Jeffrey S.,Switzer, Fred S., III,Roth, Phillip L.(1998).A Meta-Analytic Review of Predictors of Job Performance for Sales People.Journal of Applied Psychology,83,586-597.
67. Warr, Peter,Bartram, Dave,Martin, Tamsin(2005).Personality and Sales Performance: Situational Variation and Interaction between Traits.International Journal of Selection and Assessment,13,87-91.
68. Weiner, Bernard(1985).An Attributional Theory of Achievement Motivation and Emotion.Psychological Review,92,548-573.
69. Wheeler, L.(ed.)(1981).Review of Personality and Social Psychology.Beverly Hills, CA:Sage.
70. Witt, L. A.(2002).The Interactive Effects of Extraversion, and Conscientiousness on Performance.Journal of Management,28,835-851.
71. Witt, L. A.,Burke, Lisa A.,Barrick, Murray R.,Mount, Michael K.(2002).The Interactive Effects of Conscientiousness and Agreeableness on Job Performance.Journal of Applied Psychology,87,164-169.
72. Yang, Meng-Li,Yu, Ruoh-Rong(2008).The Interviewer Effect When There Is an Education Gap with the Respondent: Evidence from a Survey on Biotechnology in Taiwan.Social Science Research,37,1321-1331.
73. Yik, Michelle S. M.,Bond, Michael H.,Paulhus, Delroy L.(1998).Do Chinese Self-Enhance or Self-Efface? It's a Matter of Domain.Personality and Social Psychology Bulletin,24,399-406.

1. 廖培珊,于若蓉(2021)。同居題項設計：家庭動態調查追蹤資料的研究。調查研究-方法與應用，47，7-43。