scholarly journals The Relationship Between Criminal Records and Job Performance: An Examination of Customer Service Representatives

2020 ◽  
Vol 6 (3) ◽  
Author(s):  
Jakari Griffith ◽  
Todd Harris
Keyword(s):  
Job Performance ◽  
Customer Service ◽  
Economic Security ◽  
Criminal Record ◽  
Criminal Records ◽  
Gainful Employment ◽  
Background Checks ◽  
Customer Service Representatives ◽  
A Minor ◽  
The Relationship

Between 70 million and 100 million Americans—or as many as one in three—have some type of criminal record (Vallas & Dietrich, 2014). Having even a minor criminal record often functions as a significant impediment to gainful employment and resultant economic security. This is especially problematic given that: (a) many companies now incorporate background checks within their hiring process and (b) little empirical research exists about the relationship between criminal records and job performance. Thus, this study examined the relationship between criminal records and objective performance of customer service representatives (N = 627) in a large telecommunications firm. Our regression analyses indicate that criminal record was not a predictor of job performance.

scholarly journals The Relationships Between Perceptions Of Supervisor, Trust In Supervisor And Job Performance: A Study In The Banking Industry

2015 ◽  
Vol 32 (1) ◽  
pp. 161 ◽  
Author(s):  
Betty J. Birkenmeier ◽  
Pierre-Yves Sanséau
Keyword(s):  
Job Performance ◽  
Customer Service ◽  
The United States ◽  
Front Line ◽  
Customer Contact ◽  
Immediate Supervisor ◽  
Customer Service Representatives ◽  
Regional Banks ◽  
The Relationship ◽  
Supervisor Trust

<p>The purpose of this study is to investigate the relationship between the perceptions a front line employee has of their immediate supervisor, the trust the front line employee has in this supervisor, and an employee’s job performance. Data were collected from 457 employees holding customer contact positions at community and regional banks located in several states in the southern part of the United States. The findings of the study indicate that there is strong correlation between the perceptions an employee has of their supervisor and the trust the employee has in their supervisor for Customer Service Representatives.  Furthermore, it was found that there was, at best, a weak correlation between perceptions of supervisor and job performance.</p>

scholarly journals The relation between conscientiousness, empowerment and performance

2007 ◽  
Vol 5 (2) ◽  
pp. 62 ◽  
Author(s):  
Riëtte Sutherland ◽  
Gideon P. De Bruin ◽  
Freddie Crous
Keyword(s):  
Information Technology ◽  
Job Performance ◽  
Customer Service ◽  
Employee Empowerment ◽  
Information Technology Professionals ◽  
Curvilinear Relationship ◽  
Social Desirability Scale ◽  
And Performance ◽  
The Relationship ◽  
Service Engineer

This study examined the relationship between conscientiousness, empowerment and job performance among information technology professionals. An Employee Empowerment Questionnaire (EEQ), a Conscientiousness Scale and a Social Desirability Scale were administered to 101 information technology customer service engineers. Managers completed a Performance Evaluation Questionnaire (PEQ) for each customer service engineer. The results indicated a significant relationship between conscientiousness and empowerment. A curvilinear relationship was found between empowerment and performance. The practical and theoretical implications of the findings are discussed.

Criminal Records, Positive Credentials and Recidivism: Incorporating Evidence of Rehabilitation Into Criminal Background Check Employment Decisions

2019 ◽  
Vol 66 (2) ◽  
pp. 194-218 ◽  
Author(s):  
Megan Denver
Keyword(s):  
Program Completion ◽  
Decision Makers ◽  
Criminal Record ◽  
Criminal Records ◽  
Employment Decisions ◽  
Criminal Background Checks ◽  
Background Checks ◽  
Background Check ◽  
Criminal Background ◽  
Initial Denial

Decision makers increasingly incorporate “evidence of rehabilitation” into criminal background checks. Positive credentials can decrease criminal record stigma and improve employment outcomes, but we lack research on whether rehabilitative factors used in such assessments are correlated with recidivism. The current study examines more than 1,000 state-mandated criminal background checks in the rapidly growing health care sector. Everyone in the sample received an initial denial and requested reconsideration by submitting evidence of rehabilitation. The findings indicate prior employer recommendations and program completion are positively correlated with clearance to work, but conditional on contesting in the first place, none of the evidence of rehabilitation factors are negatively correlated with recidivism. Persistently pursuing an employment opportunity through a contestation process may, in itself, signal rehabilitation and lower risk.

Do They Always Have Wounded Selves: Moderating Impact of Job-worth on Burnout and Self-worth of Indian Call Centre Employees

2017 ◽  
Vol 4 (1) ◽  
pp. 1-20
Author(s):  
Tuheena Mukherjee ◽  
Kanika T. Bhal
Keyword(s):  
Customer Service ◽  
Negative Impact ◽  
Psychological Impact ◽  
Call Centre ◽  
Call Centres ◽  
Self And Identity ◽  
Self Worth ◽  
Customer Service Representatives ◽  
The Impact ◽  
The Relationship

Numerous researches in call centres indicate the negative psychological impact in the form of burnout experiences of the customer service representatives. The present study argues that burnout experiences do not always have a negative impact on the employee’s self-worth. The relationship is, instead, moderated by the impact of job-worth, which acts as a potential individual resource. The results of the present study conducted on 312 call centre representatives partially confirm our hypotheses. Results indicate that representatives who have high job-worth maintain their self-worth, even when emotionally exhausted. The results also show that employees possessing high job-worth, even with low personal accomplishments on their jobs, maintain their self-worth. We discuss the findings in the Indian call centre context from the perspective of self and identity literature and provide broader implications for practice and research.

Hiring People With Criminal Records in South Carolina: Examining Businesses’ Hiring Practices and Views on Incentives

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554
Author(s):  
Tara E. Martin ◽  
Amanda Huffman ◽  
Barbara A. Koons-Witt ◽  
Robert Brame
Keyword(s):  
South Carolina ◽  
Criminal History ◽  
Hiring Practices ◽  
Future Research ◽  
Criminal Record ◽  
Criminal Records ◽  
Background Checks ◽  
Limited Support ◽  
Low Levels ◽  
Improve Access

The stigma of a criminal history has well-documented adverse effects on the efforts of ex-offenders to secure employment. What is less well understood is whether interventions or educational efforts targeting employers would improve access to the labor market for this population. We report results from two surveys to better understand attitudes toward hiring ex-offenders among samples of South Carolina businesses. Our results suggest that about half of employers routinely conduct background checks and approximately 60% would consider hiring someone with a criminal record. A key additional focus of our study was whether businesses were aware of various programs and incentives to encourage the hiring of ex-offenders. Our results suggest relatively low levels of awareness among the surveyed businesses and provide limited support for the idea that awareness is linked to more favorable attitudes toward hiring ex-offenders. We conclude with an assessment of study limitations and directions for future research.

scholarly journals The Effect of Perceived Organizational Climate on the Performance of Nurses in Private Hospitals

2021 ◽  
Vol In Press (In Press) ◽  
Author(s):  
Abbas Shahnavazi ◽  
Mehdi Fadaei Eshkiki ◽  
Hossein Shahnavazi ◽  
Hamid Bouraghi
Keyword(s):  
Job Performance ◽  
Organizational Climate ◽  
Customer Service ◽  
Team Building ◽  
Validity And Reliability ◽  
Cross Sectional ◽  
Private Hospitals ◽  
Work Related ◽  
Positive Assessment ◽  
The Relationship

Background: the appropriate organizational climate and subsequent proper performance are goals that challenge hospital managers to achieve successful outcomes. A positive working climate motivates and enhances nurses' performance. Objectives: There was to identify the relationship between perceived organizational climate and nurses' performance. Methods: This is a cross-sectional descriptive study that is performed on nurses working in the private hospitals in Rasht, Iran. The data were collected through two questionnaires of organizational climate and job performance that its validity and reliability were confirmed. SPSS24 and descriptive and inferential statistics were used for data analysis. Results: According to the mean score obtained more than half of the nurses report a positive assessment of the climate in the hospitals. Also, less than one-third of nurses had a ideal level of performance regarding nurses' job performance. Also, the relationship between perceived organizational climate and the level of nurses' performance with the personal and occupational skills of nurses was emphasized. Finally, the relationship between perceived organizational climate and nurses' job performance was statistically significant (P ≤ 0.048). Conclusions: According to the results, the perceived organizational climate has a positive relationship with nurses' performance level. Therefore, managers and practitioners of private hospitals in Rasht should ultimately improve nurses’ performance by improving the organizational climate and by emphasizing variables such as providing work-related facilities, paying attention to nurses' interests, emphasizing team building, participating in decision-making, improving customer service, paying attention to hospital reputation improving relationships among staff and improving compensation practices.

Moderating Effect Job Satisfaction on The Determinants of Herzberg’s Two-Factor Theory towards Job Performance among Customer Service Representative at In-House Call Center in Banking Sector, Klang Valley

2017 ◽  
Vol 3 (1) ◽  
pp. 49
Author(s):  
Noorlaila Hj. Yunus ◽  
Nor Hashimah Kamal
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Customer Service ◽  
Banking Sector ◽  
Moderating Effect ◽  
House Call ◽  
Klang Valley ◽  
The Relationship ◽  
Customer Service Representative ◽  
Service Representative

The study was aimed to determine the relationship between Herzberg’s Two-Factor Theory towards job performance and the moderating effect of job satisfaction toward the relationship between Herzberg’s Two-Factor Theory and job performance among customer service representative at in-house call centre in banking sector, Klang Valley. The independent variable is focus on five factors, which are salary and wages, working condition, recognition, supervision and work life balance, while dependent variable is job performance and the moderating variable is job satisfaction. In order to know more on the relatedness between those variables towards customer service representative in organization, this research was conducted to access the relationship between Herzberg’s Two-FactorTheory towards job performance and the moderating effect of job satisfaction at inhousecall centre in banking sector, Klang Valley.

scholarly journals The development of a hassle-based diagnostic scale for predicting burnout in call centres

2009 ◽  
Vol 7 (1) ◽  
Author(s):  
Willie A. Visser ◽  
Sebastiaan Rothmann
Keyword(s):  
Factor Analysis ◽  
Work Environment ◽  
Customer Service ◽  
Factor Model ◽  
Daily Hassles ◽  
Call Centre ◽  
Continuous Change ◽  
Call Centres ◽  
Customer Service Representatives ◽  
The Relationship

The aim of this study was to develop a brief daily hassle diagnostic questionnaire that could be used to identify daily hassles for customer service representatives within a call centre environment, and to investigate the relationship between daily hassles and burnout. A crosssectional survey was used with an accidental sample (N = 394) taken from a service and sales call centre. An exploratory factor analysis of the data resulted in a six-factor model of daily hassles consisting of daily demands, continuous change, co-worker hassles, demotivating work environment, transportation hassles and personal concerns. The internal consistency of one factor, namely personal concerns, was low. Exhaustion was best predicted by four categories of daily hassles, namely daily demands, continuous change, a demotivating work environment, and transportation hassles.

Criminality as a Prognostic Factor in Opiate Dependence

1975 ◽  
Vol 127 (1) ◽  
pp. 86-89 ◽  
Author(s):  
P. T. d'Orbán
Keyword(s):  
Small Sample ◽  
Opiate Dependence ◽  
Control Group ◽  
Criminal Record ◽  
Criminal Records ◽  
Female Patients ◽  
Criminal Involvement ◽  
Male Patients ◽  
Opiate Addicts ◽  
The Relationship

SummaryThe relationship between criminality and the outcome of treatment was investigated in opiate addicts attending a drug dependence clinic. A comparison was made between the criminal records of 33 male and 7 female patients who came off drugs and a control group of 29 male and 10 female patients who remained addicted. In male patients, the extent of criminal involvement (as measured by the number of previous convictions on entering treatment) failed to discriminate between those who subsequently achieved abstinence and those who remained addicted. In the small sample of female patients the control group more often had a criminal record and had more previous convictions. These results were in keeping with a previous study of female addicts.The findings suggest that there is a sex difference in the relationship between criminality and the prognosis for addiction. In male addicts criminal involvement has no significant influence on the outcome of treatment and previous convictions are not a helpful guide to prognosis, whereas in female addicts a criminal record is of more adverse significance.

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