The objective of this study was to measure academics’ perceptions towards three key dimensions of a higher education institution (HEI) – teaching quality, research quality and internationalisation – the latter two of which have received relatively scant attention in the context of service quality. Using five Malaysian universities as its context, and importance–performance analysis (IPA) as its method of analysis, the study found that the five universities performed well in relation to 14 of the 26 attributes. However, for each of the three dimensions there was a common theme in regards to the service attributes that fell short of expectations. In the case of teaching quality, this theme related to learning, for research quality it was research collaboration, and for internationalisation, it was international recognition. This study makes two key contributions to new knowledge. Firstly, it measures academic perceptions towards service quality as it relates to research and internationalisation, and secondly, it measures such perceptions using IPA. One of the key findings of the study is that the attitudes of those responsible for providing service quality (i.e. academics) may well differ from the HEI decision-makers that endeavour to manage it.

This study examines the predictive factors of job performance involving work stress, social support and emotional intelligence. Using two stage cluster random sampling, data were collected from 424 police in Selangor, who responded to Police Stress Questionnaire (PSQ), Job Content Questionnaire (JCQ), Emotional Intelligence Self-Description Inventory (EISDI) and Formal Performance Appraisals. The findings show that work stress, social support and emotional intelligence were significantly correlated with police job performance. In addition, regression analysis reveals that emotional intelligence was the most significant predictor of job performance. Implication of this study indicates the important of emotional intelligence in enhancing job performance among police personnel in Selangor. The paper concludes by highlighting future research directions which can offer a more comprehensive study in predicting job performance particularly in the context of Malaysia.

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In the contemporary hotel industry of Terengganu where tourists’ arrivals and competition among firms are encouraging, employees and hotel community are expected to work and upgrade their services which is up to the customers’ expectation. In order to improve customer service, effective leaders could build a culture of trust within their organization and constantly motivating employees to better handle job stress. The employees in hotel industry who need to deal with long working hours, trouble customer, and troubled relationship with supervisor could potentially develop job stress at the workplace. Responding to this issue that requires precise understanding, the objectives of this study are to examine which style of leadership (transformational, transactional and laissez faire) that have significant relationship towards employee turnover intention and to determine stress as a mediator role between leadership and employee turnover intention. A sample of 225 hotel employees from all level of positions of Terengganu hotels was gathered and results of the study showed several significant findings. The most important finding is the significant negative influences of transactional leadership style on employee turnover intention has been found and partial mediation was established when job stress was included. The findings therefore will help to address that the effect of transactional leadership (TL) on employee turnover is increased upon the addition of stress as mediator where subsequently, effective leader could negatively reduce stress and employee turnover intention in hotel industry.

Many factors are found to contribute to nurses' intention to leave and past studies revealed that the factors could be individual, organizational, environmental as well as demographic factors. However, this study focused on examining the effect of demographic factors on intention to leave among nurses in Malaysian public hospitals. The study employed a quantitative research design whereby 700 questionnaires were distributed to 11 selected hospitals and those hospitals are considered major public hospitals in Peninsular Malaysia. There were 436 questionnaires returned but only 398 were usable. The data was analyzed using SPSS software. The results of estimating ANOVA revealed that only income and organizational tenure show significant differences on nurses' intention to leave. In other words, this study also revealed thatnurses who are serving in public hospitals in Malaysia perceived that age, marital status and education level are not significant contributors to their intention to leave the organization.