Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/205781 
Year of Publication: 
2019
Citation: 
[Journal:] European Research on Management and Business Economics (ERMBE) [ISSN:] 2444-8834 [Volume:] 25 [Issue:] 1 [Publisher:] Elsevier [Place:] Amsterdam [Year:] 2019 [Pages:] 8-14
Publisher: 
Elsevier, Amsterdam
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.
Subjects: 
Empowerment
Job satisfaction
Leadership support behavior
Employee-Perceived Service Quality
JEL: 
M1
C12
O15
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Article

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