IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v1y2006i3p290-305.html
   My bibliography  Save this article

Service quality and discretionary collaborative behaviour intentions: the moderating effect of personality

Author

Listed:
  • Huam Hon Tat
  • Muhamad Jantan

Abstract

This paper explores the relationship between service quality and Discretionary Collaborative Behaviour (DCB), with particular focus on the moderating influence of personality. It reports the results of an exploratory survey of MBA graduates of public and private educational institutions in Malaysia, using data obtained from a sample of 167 randomly selected graduates. The findings indicate that the quality of the educational experience of graduates do positively influence their intentions to perform DCB, particularly that of word-of-mouth. In particular, the impact of functional quality is greater than that of technical quality. Further, the positive impact of service quality, particularly that of functional quality, on DCB, holds for those who are high on extraversion and low on neuroticism levels. These results suggest that MBA providers should focus on how the service is provided besides maintaining sufficient standards of what is being offered. It is also imperative that MBA providers segment their alumni and use different strategies to motivate DCB amongst them.

Suggested Citation

  • Huam Hon Tat & Muhamad Jantan, 2006. "Service quality and discretionary collaborative behaviour intentions: the moderating effect of personality," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 1(3), pages 290-305.
    • Handle: RePEc:ids:ijpqma:v:1:y:2006:i:3:p:290-305
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=8479
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:1:y:2006:i:3:p:290-305. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.