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ABSTRACT
The aim of this study is to draw on a cognitive-affective personality system to test if the personality–emotional exhaustion–turnover intentions/perceived service quality relationships are valid among agents working in offshoring call centers. This is achieved by comparing these relationships between two groups' agents: (a) agents interacting with customers having the same national culture in a developed country (ACSC); and (b) agents in a developing country interacting with customers having a different national culture (ACDC). Data were collected from three call centers in Morocco, representing the ACDC group, and a call center in Canada which represented the ACSC group. Data was analyzed using two steps: (a) a paired-samples t-test; and (b) a path analysis using a bootstrap based on the Monte Carlo method. The findings reveal invariant measure of all our concepts, and significant differences between the two groups (ACDC and ACSC) with respect to some personality–emotional exhaustion–turnover intentions/perceived service quality relationships.