The influence of personality traits towards quality pledge
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 know...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2016
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/55170/ http://irep.iium.edu.my/55170/1/The%20Influence%20of%20Personality%20Traits%20towards%20Quality%20Pledge.pdf |
| _version_ | 1848784534289514496 |
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| author | Ma’amora, Hairunnisa Achim, Nur’ain Muhamad Yunus, Nor Sara Nadia Hashim, Nurhazirah Haque, A. K. M. Ahasanul |
| author_facet | Ma’amora, Hairunnisa Achim, Nur’ain Muhamad Yunus, Nor Sara Nadia Hashim, Nurhazirah Haque, A. K. M. Ahasanul |
| author_sort | Ma’amora, Hairunnisa |
| building | IIUM Repository |
| collection | Online Access |
| description | 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 (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. |
| first_indexed | 2025-11-14T16:38:46Z |
| format | Article |
| id | iium-55170 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T16:38:46Z |
| publishDate | 2016 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-551702017-02-08T04:28:18Z http://irep.iium.edu.my/55170/ The influence of personality traits towards quality pledge Ma’amora, Hairunnisa Achim, Nur’ain Muhamad Yunus, Nor Sara Nadia Hashim, Nurhazirah Haque, A. K. M. Ahasanul HF5001 Business. Business Administration 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 (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. Elsevier 2016 Article PeerReviewed application/pdf en http://irep.iium.edu.my/55170/1/The%20Influence%20of%20Personality%20Traits%20towards%20Quality%20Pledge.pdf Ma’amora, Hairunnisa and Achim, Nur’ain and Muhamad Yunus, Nor Sara Nadia and Hashim, Nurhazirah and Haque, A. K. M. Ahasanul (2016) The influence of personality traits towards quality pledge. Procedia Economics and Finance, 37. pp. 73-79. ISSN 2212-5671 http://www.sciencedirect.com/science/journal/22125671 10.1016/S2212-5671(16)30095-8 |
| spellingShingle | HF5001 Business. Business Administration Ma’amora, Hairunnisa Achim, Nur’ain Muhamad Yunus, Nor Sara Nadia Hashim, Nurhazirah Haque, A. K. M. Ahasanul The influence of personality traits towards quality pledge |
| title | 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_short | The influence of personality traits towards quality pledge |
| title_sort | influence of personality traits towards quality pledge |
| topic | HF5001 Business. Business Administration |
| url | http://irep.iium.edu.my/55170/ http://irep.iium.edu.my/55170/ http://irep.iium.edu.my/55170/ http://irep.iium.edu.my/55170/1/The%20Influence%20of%20Personality%20Traits%20towards%20Quality%20Pledge.pdf |