Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees

Tong, Yao; Qiu, Qi; Wei, Yigang

doi:10.1016/j.ijhm.2018.03.018

Cited by 213 publications

(223 citation statements)

References 55 publications

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“…Past studies suggest that employee loyalty is directly influenced by the job characteristics, job satisfaction and employee empowerment (Chen, 2006;Kuo, et al, 2010;Turkyilmaz et al, 2011;Nayak et al, 2018). In a recent study by Yao et al, (2019), employee loyalty is found to be strongly related to organizational commitment. The evidence is found in their study that, both behaviour and attitudinal loyalty are the consequences of organizational commitment in the hotel industry.…”

Section: Quality Of Worklifementioning

confidence: 96%

Role of Quality of Work Life in Determining Employee Engagement and Organizational Commitment in Telecom Industry

Sahni¹

2019

IJQR

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The value that Quality of work life (QWL) brings to the workplace has long been established by several scholars, however, the impact of QWL on engagement and commitment levels of employees remains under investigated. The present empirical study is devoted to explore the quality of work life in telecom industry and examine its association with employee engagement and organization commitment. The data collected from a random sample of 312 employee working in Telecom industry of Saudi Arabia, was analysed through Descriptive statistics and Structural Equation Modeling (SEM). Evidence supports the significant relationship of quality of work life and organizational commitment, however, there is a weak link of quality of work life with employee engagement. This is the first study to explore the relationship among three important constructs of workplace; quality of work life, organizational commitment and employee engagement. Therefore, the study significantly contributes to the extant literature on Quality of work life.

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Section: Quality Of Worklifementioning

confidence: 96%

Role of Quality of Work Life in Determining Employee Engagement and Organizational Commitment in Telecom Industry

Sahni¹

2019

IJQR

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“…Olorunniwo et al (2006) mention that loyal customers have positive impacts on the success of institutions. Yao et al (2019) mention that in service institutes, both behavioral and attitudinal loyalty have to be examined separately. However, as this research is related to the students who can be both recommenders and come back for higher studies and training, both aspects are considered to be one loyalty factor.…”

Section: Service Quality and Behavioral Intentions (Loyalty)mentioning

confidence: 99%

Stakeholder’s perception of service quality: a case in Qatar

Shurair

Pokharel

2019

QAE

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Purpose The purpose of this paper is to investigate and report students’ perception of service quality in a university by examining the perceptual context of service quality with respect to students’ loyalty behavior, image of the university and culture/values. Design/methodology/approach A research framework is developed for quality assessment with three hypotheses. A questionnaire with 65 instruments was used for gathering the required data for the analysis. The questionnaire was sent through email to all engineering students. The analysis included descriptive statistics, reliability analysis, gap analysis and hypotheses tests. Seven dimensions of service quality were identified: the original dimensions of the SERVQUAL, namely, reliability, responsiveness, assurance, empathy and tangibles. Two additional dimensions image and culture/value were added for the research to understand perceived service quality and loyalty. Findings The results provide a significant positive correlation between service quality and student's loyalty. It also shows that there is statistically significant relation between the image of the institution and the perceived service quality, and culture/values of the students in the institution and perceived service quality. Research limitations/implications This study used data collected from a survey in the university in a given period. Practical implications The findings indicate that to provide quality education, meeting students’ needs, wants and expectations of services quality should be carefully understood and addressed. Management also needs to consider factors such as corporate image and culture/value, as they have the ability to heavily impact the type of services provided by the institution. Originality/value The findings presented in this paper fill the gap in the current literature by providing empirical knowledge on the quality of service assessment and customer satisfaction in the higher education context. The study is the first of its kind in Qatar’s context and provides opportunities for higher institutions to focus more on current students’ services. This can lead to an increased brand value representing one of the premier institutes of higher education in the Middle East Gulf Region.

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“…Furthermore, the nature of ideal employment relationship has changed recently, as employees are seeking to find lifelong employment (Breitsohl & Ruhle, 2013). Organizational commitment reflects the commitment of employees to their organization (Yao, Qiu, & Wei, 2019). Organizational commitment can also be explained as a psychological emotional state that describes an employee's identification with a firm (Allen & Meyer, 1990).…”

Section: Organizational Commitmentmentioning

confidence: 99%

The Relationship between Organizational Culture and Organizational Commitment

Aranki¹,

Suifan²,

Sweis³

2019

MAS

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The main purpose of this research is to investigate the relationship between organizational culture and organizational commitment, in Information Technology (IT) companies in Jordan. A convenience sample was selected from employees working in 24 IT companies in Jordan. A total of 711 questionnaires were distributed among them; 371 were returned, and 342 were valid for statistical analysis, resulting in response rate of 52 percent. Linear regression analysis was also used to test the hypothesis. The results of the analysis indicated that there is a positive and significant relationship between organizational culture and organizational commitment. Based on the results, the research provides several recommendations. IT companies in Jordan should place emphasis on building better culture, in order to achieve higher levels of organizational commitment. The research also suggests that future research should take job satisfaction as a mediator variable of the relationship between organizational culture and organizational commitment.

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Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees

Cited by 213 publications

References 55 publications

Role of Quality of Work Life in Determining Employee Engagement and Organizational Commitment in Telecom Industry

Role of Quality of Work Life in Determining Employee Engagement and Organizational Commitment in Telecom Industry

Stakeholder’s perception of service quality: a case in Qatar

The Relationship between Organizational Culture and Organizational Commitment

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