1. Abdullah, H. S. & Kalianan, M. (2008). From customer satisfaction to citizen satisfaction: Rethinking local government service delivery in Malaysia. Asian Social Science, 4(11) 87-92. 2. Adil, M.S. (2016). Impact of change on commitment to technological change, focal and discretionary behaviour. Journal of Change Management, 29 (2) 222-241. 3. Alsamman, A.M., Abdulaimi, S.H., Alsharedah, M. (2016). Training effectiveness and commitment to organizational change: Saudi Arabian ARAMCO. Management and Administrative Science Review, 5(3), 128-142. 4. Asnawi, N.H., Yunus, N. & Abd Razak, N. (2014). Assessing emotional intelligence factors and commitment towards organizational change. International Journal of Social Science and Humanity 4(1) 5-10. 5. Boyatzis, R.E. (2008). Competencies in the 21st century. Journal of Management Development, 27(1) 5-12. 6. Bradberry, T. R., & Su, L. D. (2006). Ability-versus skill-based assessment of emotional intelligence. Psicothema 2006, 18, 59–66. 7. Carter, M. Z., Self, D. R., Bandow, D. F., Wheatley, R. L., Thompson, W. F., & Wright, D. N. (2014). Unit-focused and individual-focused transformational leadership : The role of middle leaders in the midst of incremental organizational change, Journal of Management Policy & Practice, 15(5) 44–53. 8. Chin, J. (2011), History and context of public administration in Malaysia, public administration in South East Asia: Thailand, Philipine, Malaysia, Hong Kong and Macao. Boca Raton: CRC Press, Taylor & Francis Group, LLC. 9. Darbyshire, P. & McDonald, H. (2004). Choosing response scale label and length: Guidance for researchers and clients. Australasian Journal of Market Research, 12(2) 17-26. 10. Erikkson, C. (2004). The Effect of change programs on employees’ emotions. Personal Review, 33 (1) 110-126. 11. Fatima, A., Imran, R., Ahmed Khan, A., Ahmed Khan, H. (2015). Awakening individual’s change commitment: The role of emotional and spiritual intelligence in health sector in Pakistan. Journal of Applied Environment and Biological Science, 5(1), 14-19. 12. Fowler, F.J. (2002). Survey research method (3rd Ed.). Thousand Oaks, CA: Sage Publications. 13. Gelaidan, H. M., & Ahmad, H. (2013). The factors effecting employee commitment to change in public sector : Evidence from Yemen. International Business Research, 6(3) 75–87. 14. Goleman, D. & Cherniss, C. (1998, October 7). Bringing emotional intelligence to workplace. The Consortium For Research On Emotional Intelligence In Organizations. Retrieved from http://www.eiconsortium.org/pdf/technical_report.pdf 15. Graham, W. (2015). An empirical examination of the relationship between nonresponse rate and nonresponse bias. Statistical Journal of the IAOS, 31(2015) 305-315. 16. Herold, D. M., Fedor, D. B., & Caldwell, S. (2007). The effects of transformational and change leadership on employees’ commitment to a change : A multilevel study. Journal of Applied Psychology, 93 (2) 346–357. 17. Herscovitch, L. & Meyer, J.P. (2002). Commitment to organizational change: Extension of a three-component model. The Journal of Applied Psychology, 87(3) 474-487. 18. Hellevik, O. (2016). Extreme nonresponse and response bias. Quality and Quantity, 50(5) 1969-1991. 19. Jing, R., Xie, J. L. & Ning, J. (2014). Commitment to organizational change in a Chinese context. Journal of Managerial Psychology, 29(8) 1098-1114. 20. Kalyoncu, Z., Guney,S., Arslan, M., Guney, S., Ayranci, E. (2012). Analysis of the relationship between emotional intelligence and stress caused by the organization: A Study of Nurses. Business Intelligence Journal, 5 (2). 21. Malik, S.Z. & Masood, S. (2015). Emotional intelligence and resistance to change: Mediating role of psychological capital in telekom sector in Pakistan. Pakistan Journal of Commerce and Social Sciences, 9(2) 485-502. 22. Mangundjaya, W. L. H. (August, 2013). The role of leader in organizational change. Proceedings 1st International Seminar of Leadership and Social Change Laboratory of Psychology, Surakarta, Indonesia. 23. Mayer, J.D., Salovey P., & Caruso D.R. (2004). Emotional intelligence: Theory, findings and implications. Psychological Inquiry, 15(3), 197-215. 24. Mayer, J. D., Salovey, P., Caruso, D. R., & Sitarenios, G. (2001). Emotional intelligence as a standard intelligence. Emotion 2001, 1(3), 232-242. 25. Mayer, J.D. & Salovey, P. (1997). What is emotional intelligence. New York: Basic Books. 26. Meyer, J. P., & Allen, N. J. (1997). Commitment in the workplace: Theory, research, and application. Thousand Oaks, CA; Sage Publications. 27. Meyer, J. & Allen, N.A (1991). Three component conceptualization of organizational commitment. Human Resource Management Review, 1, 61- 98. 28. Mohd Shahar, F. (2016, January 4). Civil Service's Lack of Action Top Grouse. New Straits Times Online. Retrieved from http://www.nst.com.my/news/2016/01/120408/civil-services-lack-action-top-grouse 29. Mohd Yunus, J. & Mahajar, A.J. (2011). Stress and psychological well-being of government officers in Malaysia, The Journal of Human Resource and Adult Learning, 7(2) 40-50. 30. Morin, A. J., Meyer, J. P., Bélanger, É., Boudrias, J. S., Gagné, M., & Parker, P. D. (2015). Longitudinal associations between employees’ beliefs about the quality of the change management process, affective commitment to change and psychological empowerment. Human Relations, 69(3), 839-867. 31. Myers, J.H. (1999). Measuring customer satisfaction: Hot buttons & other measurement issues, Chicago, USA: AMA. 32. Neves, P. (2009). Readiness for change: Contributions for employee’s level of individual change and turnover intentions. Journal of Change Management, 9(2): 215–231. 33. Nur Barizah, Zakiah & Muslim Har (2011). Enhancing Malaysian public sector transparency and accountability: Lessons and issues. European Journal of Economics, Finance and Administrative Sciences, 31 (2011). 34. Nulty, D. D. (2008). The adequacy of response rates to online and paper survey: What can be done? Assessment and Evaluation in Higher Education, 33(3), 301-314. 35. Parish, J.T., Cadwaller, S., Busch, P. (2008). Want to, need to, ought to: Employee commitment to organizational change. Journal of Organizational Change Management, 21 (1). 36. Public Complaints Bureau. (2017). Statistics of complaints by year. Retrieved November 1st, 2017, from the Public Complaints Bureau Web site: http://www.pcb.gov.my/en/complaint/statistics-by-year. 37. Saleh, Z. (2008). Factors that influence the development of governmental accounting in Malaysia. Journal of Accounting Perspectives, 1(December 2008), 57-71. 38. Salleh, N. M. (2009). The Role of Emotions and Emotional Intelligence During Merger of Two Banking Institutions in Brunei, Unpublished doctoral thesis. University of Southampton, United Kingdom. 39. Salovey, S. & Mayer, J. (1990). Emotional Intelligence. Imagination,Cognition and Personality, 9(3), 185–211. 40. Siddiquee, N.A. (2006). Public management reform in Malaysia: Recent initiatives and experiences. International Journal of Public Sector Management, 19(4) 339-358. 41. Siddiquee, N.A. (2014). Malaysia’s government transformation programme: A preliminary assessment. Intellectual Discourse, 22(1) 7-31. 42. Siddiquee, N.A. (2010). Managing for results: Lessons from public management reform in Malaysia. International Journal of Public Sector Management, 23(1) 38-53. 43. Sony, M. & Mekoth, N. (2016). The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance. Journal of Retailing and Customer Services, 30 (2016) 20-32. 44. Soumyaja, D., Kamlanabhan, T.J., Bhattacharyya, S. (2015). Antecedents of employee readiness for change: mediating effect of commitment to change. Management Studies & Economic Systems, 2 (1) 11-25. 45. Thaib, L. (2015). PM Najib’s transformation agenda in transforming Malaysia into a high income nation. Advances in Research, 3(4), 213–234. 46. Tonder, V. (2004). Organizational change: theory and practice. Pretoria: Van Schaik. 47. Van der Voet, J., Steijn, B., & Kuipers, B.S. (2016). What’s in it for others? The relationship between prososial motivation and commitment to change among youth care professionals. Public Management Review 2016, 443-462. 48. Van der Voet, J., Kuipers, B. S., & Groeneveld, S. (2015). Implementing change in public organizations: The relationship between leadership and affective commitment to change in a public sector context. Public Management Review, 18(6) 842-865. 49. Van der Voet, J., Kuipers, B.S., Groeneveld, S. (June, 2013). Implementing change in public organizations: the relationship between leadership and affective commitment to change in a public sector context. Presented at 11th Public Management Research Conference, Madison Wisconsin. 50. Vratskikh, T., Masa’deh, R., Al-Lozi, M. & Maqableh, M. (2016). The impact of emotional intelligence on job performance via the mediating role of job satisfaction. International Business of Management, 11(2) 69-91. 51. Wittink, D.R. & Bayer, L.R. (1994). The measurement imperative. Marketing Research: A Magazine of Management and Applications, 6(4) 14-22. 52. Wong, C., & Law, K. S. (2002). The effects of leader and follower emotional intelligence on performance and attitude: an exploratory study. The Leadership Quarterly, 13(3), 243-274. 53. Wulandri, P., Mangundjaya, W. L. H. & Utoyo, D.B. (2015). Is job satisfaction a moderator or mediator on the relationship between change leadership and commitment to change. Procedia - Social and Behavioral Sciences, 172(2015), 104 –111.