Personal value, employee impact and service quality delivery: the mediating role of organizational citizenship behavior

Abstract

Purpose This study aims to examine how employee empowerment (personal value and impact) influences the delivery of services quality (SQD). The study focused in particular on the mediating effects of organizational citizenship behavior (OCB) on the link between employee empowerment (EE), personal value, employee impact and SQD. Design/methodology/approach A total of 310 survey questionnaires were completed by the nursing employees working in the public hospitals in Nigeria. SEM-PLS was used to carry out the statistical analysis. Findings The findings of the study revealed that EE (personal value and employee impact) and OCB significantly affect SQD. The findings also indicate that OCB mediates the link between SQD and personal value, employee impact and SQD. Practical implications The results of this study shed light on the influence of employee personal value and impact and its influence on SQD. Public hospitals should therefore concentrate on recognizing, comprehending and implementing employee empowerment to improve employee nurses’ capacity to achieve higher SQD. Along with how the accepted hypotheses are confirmed, the implications of these findings for theory and practice are also discussed. Originality/value Even though SQD has become a well-developed theoretical concept, previous research has rarely addressed the framework suggested for the present study, particularly when it comes to health care. In the context of public health sector settings, this study may be the first to examine the mediating role of OCB between personal values, employee impact and SQD.