IDEAS home Printed from https://ideas.repec.org/a/eme/ijppmp/v65y2016i1p58-79.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://www.emerald.com/insight/content/doi/10.1108/IJPPM-03-2014-0043/full/html?utm_source=repec&utm_medium=feed&utm_campaign=repec
    Download Restriction: Access to full text is restricted to subscribers
    File URL: https://www.emerald.com/insight/content/doi/10.1108/IJPPM-03-2014-0043/full/pdf?utm_source=repec&utm_medium=feed&utm_campaign=repec
    Download Restriction: Access to full text is restricted to subscribers
    File URL: https://libkey.io/10.1108/IJPPM-03-2014-0043?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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. 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.
    3. 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.
    4. 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.
    5. 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.

    More about this item

    Keywords

    Service quality; Empowerment;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eme:ijppmp:v:65:y:2016:i:1:p:58-79. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Emerald Support (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.