ABSTRACT
This study examined the relationship between grit and job performance among 248 employees working in various business process outsourcing (BPO) companies in Metro Manila. Using a descriptive-correlational research design, the study employed two standardized instruments: the 12-Item Grit Scale and the Individual Work Performance Questionnaire – Short Form (IWPQ-SF). Results showed that BPO employees generally exhibited moderate to high levels of grit and above-average job performance. A moderate, positive, and statistically significant correlation was found between grit and job performance (r = 0.41, p < 0.001), suggesting that employees with higher levels of grit tend to perform better at work. While no significant differences in grit were found based on gender or economic status, a significant difference was observed based on length of tenure, with longer-tenured employees displaying higher grit scores. These findings support the theoretical framework that grit contributes to long-term success in high-demand work environments and offer practical implications for recruitment, employee development, and organizational retention strategies in the BPO industry.
Keywords: grit, job performance, BPO employees, work engagement, non-cognitive traits, Individual Work Performance Questionnaire (IWPQ), Grit Scale, employee retention, workplace psychology
INTRODUCTION
Background of the Study
Over the last decade, the Philippines has emerged as a prime destination for business process outsourcing (BPO), especially in niche sectors such as call centers, medical transcription, animation, publishing, and legal services (Carpo, 2018). The industry is now considered one of the fastest-growing in Southeast Asia, significantly contributing to national employment and foreign exchange. As of 2017, the BPO sector employed approximately 1.15 million Filipinos and ranked among the top two earners of foreign exchange, alongside overseas Filipino workers (Lema, 2017).
Despite its growth, the BPO industry faces increasing challenges. Dela Paz (2017) warned of a potential annual slowdown in growth to 9% by 2022. Furthermore, the industry must now adapt to emerging technologies such as artificial intelligence (AI) and robotic process automation (Oxford Business Group, 2018). As BPO services evolve to include more complex and high-skill tasks, understanding the factors that predict sustained performance becomes essential not only for hiring decisions but also for employee development and retention strategies.
While cognitive ability tests are commonly used in recruitment to predict short-term success, they may not fully capture the potential for long-term job performance. This has led researchers to explore the role of non-cognitive traits, such as grit. Coined by Duckworth et al. (2007), grit refers to the passion and perseverance required to pursue long-term goals. It has been shown to predict achievement in various settings, including education, military training, and occupational performance. Unlike cognitive ability, grit reflects an individual’s capacity to persist in the face of difficulties and to maintain interest over time.
In the BPO industry, which is often marked by high attrition rates, demanding workloads, and repetitive tasks, grit may be a critical factor in predicting job success. Identifying and nurturing this trait may help organizations retain top performers and create more resilient teams.
Theoretical and Conceptual Framework
This study draws on two theoretical foundations. The first is Duckworth’s Grit Theory, which defines grit as composed of two components: perseverance of effort and consistency of interest. The second is Maslow’s Hierarchy of Needs, which posits that individuals strive to fulfill growth needs, such as self-esteem and self-actualization, once basic needs are met. These growth needs are often linked to workplace performance and goal achievement.
Although grit is conceptually related to conscientiousness in the Big Five personality traits, researchers such as Komarraju et al. (2008) suggest that it is a distinct construct. Grit has demonstrated its predictive power for outcomes such as academic performance and job success, even when controlling for intelligence and other personality traits.
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