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

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.