The influence of personality traits towards quality pledge
Abstract Any organization ventures in the hospitality industry are required to maintain a quality service to achieve competitive advantages. As employee’s commitment plays an important role in ensuring a high-quality service, their commitments are influenced by their personality traits, as they ar...
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2015
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| Online Access: | http://irep.iium.edu.my/46772/ http://irep.iium.edu.my/46772/1/Program_Book.docx http://irep.iium.edu.my/46772/2/paper_INCOMAR2015.pdf http://irep.iium.edu.my/46772/3/INCOMaR2015.pdf |
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eprints |
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iium-467722016-02-08T02:59:40Z http://irep.iium.edu.my/46772/ The influence of personality traits towards quality pledge Haque, A. K. M. Ahasanul HF5001 Business. Business Administration Abstract Any organization ventures in the hospitality industry are required to maintain a quality service to achieve competitive advantages. As employee’s commitment plays an important role in ensuring a high-quality service, their commitments are influenced by their personality traits, as they are also known as emotional labour. The purpose of this study is to investigate the dominant personality traits in the company based on the Big Five Personality theory, to assess the level of employees’ commitment to service quality pledge and its relationship. A structured survey was implied, and 143 customer contact employees participated. From the data analysed, the results show that there is a very strong relationship between personality traits and employees’ quality pledge. Hence, it is recommended for future research to make a comparison between the effect of personality traits towards quality pledge on employee’s perspective and also customer’s perspectives. © 2016 The Authors. Published by Elsevier B.V. Peer-review under responsibility of Faculty of Business Management, Universiti Teknologi MARA. Keywords: Personality traits, Big Five Personality theory, Quality Pledge 2015-10-13 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/46772/1/Program_Book.docx application/pdf en http://irep.iium.edu.my/46772/2/paper_INCOMAR2015.pdf application/pdf en http://irep.iium.edu.my/46772/3/INCOMaR2015.pdf Haque, A. K. M. Ahasanul (2015) The influence of personality traits towards quality pledge. In: 5th International Conference on Marketing and Retailing , 12-13 October 2015, Penang. (In Press) |
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Digital Repository |
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Local University |
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International Islamic University Malaysia |
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IIUM Repository |
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Online Access |
| language |
English English English |
| topic |
HF5001 Business. Business Administration |
| spellingShingle |
HF5001 Business. Business Administration Haque, A. K. M. Ahasanul The influence of personality traits towards quality pledge |
| description |
Abstract
Any organization ventures in the hospitality industry are required to maintain a quality service to achieve competitive advantages. As employee’s commitment plays an important role in ensuring a high-quality service, their commitments are influenced by their personality traits, as they are also known as emotional labour. The purpose of this study is to investigate the dominant personality traits in the company based on the Big Five Personality theory, to assess the level of employees’ commitment to service quality pledge and its relationship. A structured survey was implied, and 143 customer contact employees participated. From the data analysed, the results show that there is a very strong relationship between personality traits and employees’ quality pledge. Hence, it is recommended for future research to make a comparison between the effect of personality traits towards quality pledge on employee’s perspective and also customer’s perspectives.
© 2016 The Authors. Published by Elsevier B.V. Peer-review under responsibility of Faculty of Business Management, Universiti Teknologi MARA.
Keywords: Personality traits, Big Five Personality theory, Quality Pledge |
| format |
Conference or Workshop Item |
| author |
Haque, A. K. M. Ahasanul |
| author_facet |
Haque, A. K. M. Ahasanul |
| author_sort |
Haque, A. K. M. Ahasanul |
| title |
The influence of personality traits towards quality pledge |
| title_short |
The influence of personality traits towards quality pledge |
| title_full |
The influence of personality traits towards quality pledge |
| title_fullStr |
The influence of personality traits towards quality pledge |
| title_full_unstemmed |
The influence of personality traits towards quality pledge |
| title_sort |
influence of personality traits towards quality pledge |
| publishDate |
2015 |
| url |
http://irep.iium.edu.my/46772/ http://irep.iium.edu.my/46772/1/Program_Book.docx http://irep.iium.edu.my/46772/2/paper_INCOMAR2015.pdf http://irep.iium.edu.my/46772/3/INCOMaR2015.pdf |
| first_indexed |
2023-09-18T21:06:33Z |
| last_indexed |
2023-09-18T21:06:33Z |
| _version_ |
1777410972319744000 |