Organizational antecedents of service quality: a model of structural equations

Alejandro Orgambídez-Ramos, Maria Helena de Almeida


Different models of quality management include customers' perceptions as well as the perception of executives and contact employees. Service quality can hardly be understood without the critical role played by the later. In this sense, companies must make sure they have an adequate management of human resources in order to guarantee such quality. How contact employees react to organizational practices (i.e., organizational empowerment) and organizational climate is important for developing and understanding service quality. The aim of this study is to examine the relationship among organizational empowerment, climate of quality and functional service quality, and the mediator role of the organizational climate of quality in the relationship between the organizational empowerment and the quality of service. To test this model, data was collected from 428 contact employees from Andalusian hotels. Model fit and mediation test was examined using structural equation modeling technique with the help of STATA. Results showed that organizational empowerment and climate for service were significant predictors of functional service quality. However, climate for service did not mediate the relationship between fluidity in information sharing and functional quality. The theoretical and practical implications of this study are discussed


organizational empowerment, climate for quality, functional service quality

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