PERSONALITY TRAITS PREDICT EMPLOYEE ENGAGEMENT
In an earlier white paper (Employee Engagement: Can Do or Will Do?), BHI provided the past research and framework of a strong argument for the influence of the employee's personality traits on long-term job engagement attitudes. BHI believes that the personality characteristics and attitudes that the person brings with them to the new job significantly predict his/her level of satisfaction, commitment, and effort. Experienced leaders understand the importance of a potential employee's attitudes, expectations, and traits, but most have not clearly connected the impact of these traits on the longer term discretionary effort, loyalty, and retention of the employee. We know from prior studies that personality is predictive of engagement, but are these traits directly connected to independent customer satisfaction scores at the store level? This case study will show not only the relationship between the BHI Engageability Index™ (a BHI personality measure) and employee engagement, but it will also show a direct impact on customer satisfaction ratings.
WHY IS THIS STUDY IMPORTANT?
Over the years, many case studies on the service/profit chain have proven the importance of employee satisfaction on customer satisfaction which, in turn, drives sales and profitability. For a quick update, we have summarized a few of the recent case studies on the relationship of employee attitudes to customer satisfaction and revenue.
