Journal
EUROPEAN RESEARCH ON MANAGEMENT AND BUSINESS ECONOMICS
Volume 25, Issue 1, Pages 8-14Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.iedeen.2018.11.001
Keywords
Empowerment; Job satisfaction; Leadership support behavior; Employee-Perceived Service Quality
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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. (C) 2018 AEDEM. Published by Elsevier Espana, S.L.U.
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