TY - JOUR
T1 - Investigating the managerial practices’ effect on Employee-Perceived Service Quality with the moderating role of supportive leadership behavior
AU - Bourini, Islam
AU - Jahmani, Ashraf
AU - Mumtaz, Roohi
AU - Al-Bourini, Faisal A.
N1 - Publisher Copyright:
© 2018 AEDEM
PY - 2019/1/1
Y1 - 2019/1/1
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=85057604293&partnerID=8YFLogxK
U2 - 10.1016/j.iedeen.2018.11.001
DO - 10.1016/j.iedeen.2018.11.001
M3 - Article
AN - SCOPUS:85057604293
SN - 2444-8834
VL - 25
SP - 8
EP - 14
JO - European Research on Management and Business Economics
JF - European Research on Management and Business Economics
IS - 1
ER -