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The influence of personality traits towards quality pledge

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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Abstract

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

Item Type: Conference or Workshop Item (Full Paper)
Additional Information: 5056/46772
Uncontrolled Keywords: Personality traits, Big Five Personality theory, Quality Pledge
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes: Kulliyyah of Economics and Management Sciences
Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Prof. Dr Ahasanul Haque
Date Deposited: 08 Feb 2016 10:59
Last Modified: 08 Feb 2016 10:59
URI: http://irep.iium.edu.my/id/eprint/46772

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