IDEAS home Printed from https://ideas.repec.org/a/ibf/ijmmre/v8y2015i2p37-51.html
   My bibliography  Save this article

The Influence Of Employee Goal Orientations And Employee Self-Efficacy On Perceived Service Quality

Author

Listed:
  • Jamie J. Bodouva

Abstract

The purpose of this study is to enhance service quality research by examining whether hotel employees attitudes, motivations and behaviors had an effect on perceived service quality. In the recent years, interests in service marketing and practice have become of great importance. The role of the individual service employee has become paramount to the service delivery process (Singh, 2000). A conceptual framework was developed and data was gathered from one 4-Diamond hotel. 184 responses were ultimately used for analyzing, which resulted in an 81% response rate. A full structural model was tested on the hypotheses (both the magnitude and the direction) once the measurement model was obtained. A nonsignificant path was eliminated and a revised model was tested against an alternative model. Fit indices were assessed for acceptable fits with all three models. Overall, the results of the proposed path model were supported. The relationship between employee self-efficacy and performance orientation was the only hypothesis not support. This study identified that learning and performance goal orientations effects on perceived service quality were mediated by self-efficacy and they both had direct and indirect influences on each other, with the indirect path being stronger

Suggested Citation

  • Jamie J. Bodouva, 2015. "The Influence Of Employee Goal Orientations And Employee Self-Efficacy On Perceived Service Quality," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 8(2), pages 37-51.
  • Handle: RePEc:ibf:ijmmre:v:8:y:2015:i:2:p:37-51
    as

    Download full text from publisher

    File URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v8n2-2015/IJMMR-V8N2-2015-3.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Cynthia Lee & Chun Hui & Catherine H Tinsley & Xiongying Niu, 2006. "Goal orientations and performance: role of temporal norms," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 37(4), pages 484-498, July.
    2. Cairncross, Grant & Kelly, Stephen, 2008. "Human resource development and ‘casualisation’ in hotels and resorts in Eastern Australia: Getting the best to the customer?," Journal of Management & Organization, Cambridge University Press, vol. 14(4), pages 367-385, September.
    3. Gist, Marilyn E. & Stevens, Cynthia Kay, 1998. "Effects of Practice Conditions and Supplemental Training Method on Cognitive Learning and Interpersonal Skill Generalization," Organizational Behavior and Human Decision Processes, Elsevier, vol. 75(2), pages 142-169, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bereby-Meyer, Yoella & Moran, Simone & Unger-Aviram, Esther, 2004. "When performance goals deter performance: Transfer of skills in integrative negotiations," Organizational Behavior and Human Decision Processes, Elsevier, vol. 93(2), pages 142-154, March.
    2. Chen, Gilad & Mathieu, John E., 2008. "Goal orientation dispositions and performance trajectories: The roles of supplementary and complementary situational inducements," Organizational Behavior and Human Decision Processes, Elsevier, vol. 106(1), pages 21-38, May.
    3. Andrés Raineri Bernain, 2001. "Desarrollo De Habilidades Psicosociales En Ejecutivos: Una Revision De La Literatura," Abante, Escuela de Administracion. Pontificia Universidad Católica de Chile., vol. 4(2), pages 157-192.
    4. Avery, Derek R. & Tonidandel, Scott & Griffith, Kristin H. & Quinones, Miguel A., 2003. "The impact of multiple measures of leader experience on leader effectiveness: New insights for leader selection," Journal of Business Research, Elsevier, vol. 56(8), pages 673-679, August.
    5. Vivek, Shiri D. & Richey Jr., R. Glenn & Dalela, Vivek, 2009. "A longitudinal examination of partnership governance in offshoring: A moving target," Journal of World Business, Elsevier, vol. 44(1), pages 16-30, January.
    6. Cörvers, Frank & Reinold, Julia & Chakkar, Saena & Bolzonella, Francesco & Ronda, Vera, 2021. "Literature review labour migration," ROA Technical Report 005, Maastricht University, Research Centre for Education and the Labour Market (ROA).
    7. David M. Sluss & Blake E. Ashforth, 2008. "How Relational and Organizational Identification Converge: Processes and Conditions," Organization Science, INFORMS, vol. 19(6), pages 807-823, December.
    8. Kozlowski, Steve W. J. & Gully, Stanley M. & Brown, Kenneth G. & Salas, Eduardo & Smith, Eleanor M. & Nason, Earl R., 2001. "Effects of Training Goals and Goal Orientation Traits on Multidimensional Training Outcomes and Performance Adaptability," Organizational Behavior and Human Decision Processes, Elsevier, vol. 85(1), pages 1-31, May.
    9. Filipe Coelho & Carlos Sousa, 2011. "From Goal Orientations to Employee Creativity and Performance: Evidence from Frontline Service Employees," GEMF Working Papers 2011-08, GEMF, Faculty of Economics, University of Coimbra.

    More about this item

    Keywords

    Employee Attitudes; Employee Motivations; Employee Behaviors; Perceived Service Quality; Self-Efficacy; Goal Orientation;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

    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:ibf:ijmmre:v:8:y:2015:i:2:p:37-51. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Mercedes Jalbert (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.