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

Huam Hon Tat and Muhamad Jantan

International Journal of Productivity and Quality Management, 2006, vol. 1, issue 3, 290-305

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.

Keywords: discretionary collaborative behaviour; service quality; functional quality; technical quality; personality; Malaysia; educational quality; higher education; MBA; motivation; customer behaviour; customer-supplier interaction. (search for similar items in EconPapers)
Date: 2006
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=8479 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:1:y:2006:i:3:p:290-305

Access Statistics for this article

More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().