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Impact of perceived organizational support, psychological empowerment and leader member exchange on commitment and its subsequent impact on service quality

Author

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  • Deepakshi Jaiswal
  • Rajib Lochan Dhar

Abstract

Purpose - – The purpose of this paper is to examine the influence of perceived organizational support (POS), psychological empowerment (PE) and leader member exchange (LMX) as antecedents on the commitment level of employees working in the hotel industry and their subsequent impact on service quality (SQ). Design/methodology/approach - – Data were collected from 436 employees and 1,320 customers from 34 hotels with the help of a structured self-administered questionnaire. The analysis of data were done by applying a confirmatory factor analysis along with a structural equation model. Findings - – The findings of the study indicate that organizational commitment acts as a full mediator between: POS and SQ; and leader-member exchange and SQ. On the other hand, it acts a partial mediator between PE and SQ. Originality/value - – This study contributes to organizational behavior and services marketing literature. It examines the relationship between antecedents (LMX, PE and POS) and outcome (SQ) so as to observe the cumulative effect of antecedents on outcome through an integrated model. The study suggests the managerial as well as theoretical implications on the basis of the findings.

Suggested Citation

  • Deepakshi Jaiswal & Rajib Lochan Dhar, 2016. "Impact of perceived organizational support, psychological empowerment and leader member exchange on commitment and its subsequent impact on service quality," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 65(1), pages 58-79, January.
    • Handle: RePEc:eme:ijppmp:v:65:y:2016:i:1:p:58-79
    DOI: 10.1108/IJPPM-03-2014-0043
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    Citations

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    Cited by:

    1. Jing Zhang & Lynda J. Song & Yue Wang & Guangjian Liu, 2018. "How authentic leadership influences employee proactivity: the sequential mediating effects of psychological empowerment and core self-evaluations and the moderating role of employee political skill," Frontiers of Business Research in China, Springer, vol. 12(1), pages 1-21, December.
    2. Yong Ma & Hang Li & Yun Tong, 2022. "Distribution Differentiation and Influencing Factors of the High-Quality Development of the Hotel Industry from the Perspective of Customer Satisfaction: A Case Study of Sanya," Sustainability, MDPI, vol. 14(11), pages 1-20, May.
    3. Mohammed Saud Mira* & Dr. Yap Voon Choong & Dr. Chan Kok Thim, 2018. "The Role of Job Satisfaction as Mediator Between Human Resource Practices and Employees' Performance Among the Cargos' Employees at Saudi Ports Authority Based on the Motivation Theories," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 91-105:4.
    4. Muhammad Imran Qureshi & Rajah A/l Rasiah & Basheer M. Al-Ghazali & Maqsood Haider & Hanifah Jambari & Iswan & Sasmoko, 2019. "Modeling Work Practices under Socio-Technical Systems for Sustainable Manufacturing Performance," Sustainability, MDPI, vol. 11(16), pages 1-19, August.
    5. Lau, Patricia Yin Yin & Tong, Jane L.Y. Terpstra & Lien, Bella Ya-Hui & Hsu, Yen-Chen & Chong, Chooi Ling, 2017. "Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 20-26.

    More about this item

    Keywords

    Service quality; Empowerment;

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