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A Parallel Mediator Model to Explain the Organizational Performance Oriented to the Quality of Life of People with Intellectual Disabilities: The Employees and Family Members Perspectives

Author

Listed:
  • Yolanda Estreder

    (University of Valencia)

  • Maimoona Wasif Sadi

    (University of Valencia)

  • Vicente Martínez-Tur

    (University of Valencia)

  • Salvatore Zappalà

    (University of Bologna)

  • Carolina Moliner

    (University of Valencia)

Abstract

This research examines whether employees’ perceptions of service climate are related to organizational performance oriented toward improving the quality of life (QoL) of people with intellectual disability (ID) through the mediation of service quality perceived by family members. The research was conducted in 252 centers for people with ID in Spain. Employees (N = 2.021) reported on service climate. Family members (N = 2.267) reported on service quality and organizational performance oriented toward improving QoL. We used an overall measure of service climate. Service quality was composed of two dimensions: functional (efficiency in the delivery of the core service) and relational (quality of the social interaction between employees and service users beyond the core service) service quality. Organizational performance oriented toward QoL was composed of four dimensions: overall QoL; self-determination; social inclusion; and defense of rights of people with ID. Results supported full mediation, with functional and relational service quality mediating the relationship between service climate and performance oriented toward improving QoL. Implications for research and organizations are also discussed.

Suggested Citation

  • Yolanda Estreder & Maimoona Wasif Sadi & Vicente Martínez-Tur & Salvatore Zappalà & Carolina Moliner, 2025. "A Parallel Mediator Model to Explain the Organizational Performance Oriented to the Quality of Life of People with Intellectual Disabilities: The Employees and Family Members Perspectives," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 20(1), pages 111-131, February.
    • Handle: RePEc:spr:ariqol:v:20:y:2025:i:1:d:10.1007_s11482-024-10389-8
    DOI: 10.1007/s11482-024-10389-8
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    References listed on IDEAS

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    1. Vicente Martínez-Tur & Yolanda Estreder & Inés Tomás & José Ramos & Oto Luque, 2023. "Interaction between functional and relational service quality: hierarchy vs. compensation," The Service Industries Journal, Taylor & Francis Journals, vol. 43(1-2), pages 85-103, January.
    2. José M. Peiró & Vicente Martínez-Tur & José Ramos, 2005. "Employees' overestimation of functional and relational service quality: A gap analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 773-788, September.
    3. Young, Gary J. & Meterko, Mark M. & Mohr, David & Shwartz, Michael & Lin, Hai, 2009. "Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system," Journal of Business Research, Elsevier, vol. 62(11), pages 1127-1135, November.
    4. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
    5. Rod, Michel & Ashill, Nicholas J. & Gibbs, Tanya, 2016. "Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 212-221.
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