The moderating effects of affective commitment on the relationship between personality traits and customer-oriented behavior

• Main Authors: Ping, L. L., Ahmad, U. N. U., Hee, O. C.
• Format: Article
• Published: International Information Institute Ltd. 2016
• Subjects: HD28 Management. Industrial Management
• Online Access: http://eprints.utm.my/id/eprint/71578/; https://www.scopus.com/inward/record.uri?eid=2-s2.0-84994059380&partnerID=40&md5=8163cf0e3b52b17cec2c844313f19b8a

The purpose of this study is to examine the moderating effects of affective commitment on the relationship between personality traits and customer-oriented behavior among the Malaysian nurses. A quantitative research method was used in this study. Hierarchical regression analysis was employed to test the variables in this study. The findings indicate that a positive significant relationship between personality traits and customer-oriented behavior was established. Affective commitment was found to be a significant moderator between agreeableness and customer-oriented behavior. This paper attempts to provide a framework to the hospital Management to enhance their nurses' performance and offers new avenue to future researchers to apply the concept of customer-oriented behavior in the healthcare context.