Investigating the managerial practices' effect on Employee-Perceived Service Quality with the moderating role of supportive leadership behavior

Islam Bourini · Ashraf Jahmani · Roohi Mumtaz · Faisal A. Al-Bourini

37 citations0/0 files storedEuropean Research on Management and Business Economics

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Employee Performance and Management Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior

Abstract

The current study investigates the effects of employee empowerment (EE) and work environment on Employee-Perceived Service Quality (EPSQ) and investigate the role of supportive leadership behavior (SLB) as a moderator. Particularly, the study addressed the mediating effect of job satisfaction (JS) on the relationship between (EE), work environment with (EPSQ). A survey distributed on a sample of 208 frontline employees working in the five-star hotels in Jordan. A statistical analysis was conducted using structural equation modelling with Smart-Partial Least Squares (PLS). The results reveal that (EE), work environment, and (JS) significantly impact on Employee-Perceived Service Quality. Also, results reveal that (JS) has a mediator role in this relationship. Quite surprisingly, we found no significant direct relationships between supportive leadership and (EPSQ) as a moderator. The practical and research implications of these findings are discussed as well as the justification of the rejected hypothesis.

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References

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