The Impact of Organizational Commitment as a Mediator Variable on the Relationship between the Internal Marketing and Internal Service Quality: An Empirical Study of Five Star Hotels in Amman

Odeh, Ghassan R.; Alghadeer, H.

doi:10.5539/ijms.v6n3p142

Cited by 6 publications

(5 citation statements)

References 7 publications

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“…Although there is agreement that OC has an effect on an organization's performance, researchers are divided on the nature of the relationship between OC and psychological variables, such as job engagement and JS (Donavan et al, 2004;Zablah et al, 2012). For instance, several researchers have found evidence of a positive and causal relationship between JS and OC (Barzoki and Ghujali, 2013;Brown and Peterson, 1993;Chen et al, 2015;Joung et al, 2015;Malik et al, 2010;Odeh and Alghadeer, 2014;Rutherford et al, 2009;Tanhai et al, 2013;Tett and Myer, 1993;Zablah et al, 2012). On the other hand, studies focussed on different dyad business relationships find evidence of a relationship in the opposite direction (Becker, 1992;Siguaw et al, 1998).…”

Section: Ocmentioning

confidence: 99%

Internal marketing and customer-contact employees’ attitudinal outcomes

Hernández-Díaz

Calderon-Abreu

Amador-Dumois

et al. 2017

ARLA

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Purpose Higher education institutions, particularly in the case of public universities, face the challenge of creating more value in an environment of increasing requirements and limitations. The purpose of this paper is to explore the relation of internal marketing (IM) with employees’ attitudinal outcomes, which aim to stimulate and retain motivated and customer-conscious contact employees. Design/methodology/approach Survey data of 94 customer-contact employees in a public higher education institution were analysed using partial least squares path modelling to explore and predict key target constructs. Findings The results demonstrate the relationship between customer-contact employees’ service empathy (SE), institutional IM initiatives and employees’ attitudinal outcomes in the public sector, specifically higher education institutions. Research limitations/implications The current study relies on self-reported data and a small sample of customer-contact employees working only on enrolment-related areas. Further studies should be designed for theory confirmation and generalizability of the results. Practical implications Top managers in public higher education institutions must encourage organizational identification through IM initiatives, such as well-established internal communication procedures. Academic management should continuously train and retain customer-contact employees that have developed SE and a sense of belonging to the organization. SE must be incorporated in the job descriptions and training of customer-contact employees. Originality/value The study contributes to the limited literature on the use of IM and SE in the public sector, specifically higher education institutions.

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Section: Ocmentioning

confidence: 99%

Internal marketing and customer-contact employees’ attitudinal outcomes

Hernández-Díaz

Calderon-Abreu

Amador-Dumois

et al. 2017

ARLA

View full text Add to dashboard Cite

show abstract

“…Over the past few years, the concept of employee commitment has emerged in a significant way and a strong relationship has been found between employee commitment and ISQ (Bai et al., 2006; Boshoff & Mels, 1995; Ching et al., 2019; Odeh & Alghadeer, 2014). ISQ has a positive influence on employees’ commitment as it can enhance employees’ commitment at a high level and encourage them to work hard for the advancement and success of the organization.…”

Section: Introductionmentioning

confidence: 99%

Effects of internal service quality on nurses’ job satisfaction, commitment and performance: Mediating role of employee well‐being

et al. 2020

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Aim The attitudes and behaviours of nursing staff are critical to determine patients’ satisfaction and to have a competitive advantage for any healthcare organization. This study is set to investigate the effects of internal service quality (ISQ) on nurses’ job satisfaction, employee commitment, well‐being and job performance in the healthcare sector of Pakistan. Further, this study also examines the mediating role of nurses’ well‐being for the relationship of job satisfaction and commitment with their job performance. Methods This was a cross‐sectional quantitative research. A self‐administered survey was used to collect data from 412 nursing employees of 20 private sector healthcare centres operating in Pakistan. Partial least square of structural equation model (PLS‐SEM) and structural equation modelling (SEM) were employed through Smart PLS 3.2.8 for data analysis. Results Study results revealed that ISQ directly effects employees’ satisfaction, commitment, well‐being of the nursing employees. Moreover, employees’ well‐being has mediated job satisfaction and job performance relationship; however, well‐being did not mediate the relationship between commitment and job performance.

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“…Organizational commitment also acts as a mediating variable in research on the relationship between internal marketing and internal quality service (Odeh & Alghadeer, 2014). These findings indicate that researchers have frequently employed organizational commitment as a variable to elucidate its role in the relationship between different variables.…”

Section: Introductionmentioning

confidence: 86%

The role of organizational commitment in the relationship between collaborative leadership and teacher performance

Muhammad Shohib,

Suhariadi,

Agustina

2024

JIPT

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Teacher performance significantly determines the quality of education, and various methods are employed to enhance it. Factors influencing teacher performance include personal, organizational, and managerial aspects. This study aims to examine the role of organizational commitment in the relationship between collaborative leadership and teacher performance. Participants in this research were recruited using purposive sampling, and the criteria included permanent teachers with a minimum of 2 years of experience, totaling 195 individuals. This correlational study utilized Leadership Scale, Organizational Commitment Scale, and Teacher Performance Scale to collect data, which were then analyzed through the Hayes Process Model 4. The findings indicate a relationship between collaborative leadership and teacher performance (r=0.759, p<.01) and organizational commitment with teacher performance (r=0.450, p<.01). Commitment serves as a mediator in the relationship between collaborative leadership and teacher performance, with an indirect effect value of 0.047, se=0.018, cl (0.015 – 0.089), confirming all hypotheses in this study. The study shows that teacher performance is influenced by the collaborative leadership style of the school principal mediated by the organizational commitment of the teachers. To enhance teacher performance, school principals can employ a collaborative leadership model and strengthen organizational commitment.

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The Impact of Organizational Commitment as a Mediator Variable on the Relationship between the Internal Marketing and Internal Service Quality: An Empirical Study of Five Star Hotels in Amman

Cited by 6 publications

References 7 publications

Internal marketing and customer-contact employees’ attitudinal outcomes

Internal marketing and customer-contact employees’ attitudinal outcomes

Effects of internal service quality on nurses’ job satisfaction, commitment and performance: Mediating role of employee well‐being

The role of organizational commitment in the relationship between collaborative leadership and teacher performance

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