The Mediating Effects of Organization Commitment and Job Involvement on the Relationship Between Quality of Work Life and Customer Service Attitudes

Abstract

In the last two decades, organizations have recognized, indeed fixated upon, the importance of quality and quality management. One manifestation of this is the emergence of the total quality management (TQM) movement, which has been proclaimed as the latest and optimal way of managing organizations. Likewise, in the domain of human resource management, the concept of quality of work life (QWL) has also received much attention of late from theoreticians, researchers, and practitioners. However, little has been done to build a bridge between these two increasingly important concepts, QWL and TQM. The purpose of this research is to empirically examine the relationship between quality of work life (the internalized attitudes employees' have about their jobs) and an indicator of TQM, customer service attitudes, CSA (the externalized signals employees' send to customers about their jobs). In addition, this study examines how job involvement and organizational commitment mediate the relationship between QWL and CSA.

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