Linkage Research Model of Indian Hotel Industry
Kansal Purva, Linkage Research Model of Indian Hotel Industry, The Indian Journal of Industrial Relations, Vol. 48, No.2, October 2012, pg 217-232
Posted: 27 Dec 2012
Date Written: December 26, 2012
Abstract
This study explores role of organizational functioning variables i.e. job satisfaction and organizational commitment of customer-contact employees (CCE) as predictors of organizational outcome i.e. service quality, in the hotel industry. This study expands the organizational commitment dimension to include normative and continuance commitment, the two neglected aspects of commitment in marketing of services literature. The results of the study highlight that out of the predictor variables chosen 5 variables i.e. job satisfaction, normative commitment, salary, type of job and education level of CCE, discriminate between the level of service quality of customers. The results of the study support the hypothesis of linkage study to the extent that some variables of organization functioning influence organizational outcomes. Furthermore, the results imply that if these 5 variables were targeted through company strategies the human resource could be a source of core competence through process ambiguity.
Keywords: Linkage Research, Confirmatory Factory Analysis, Discriminant Analysis, Service quality, Job satisfaction, Organizational Commitment
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