دانلود مقاله ISI انگلیسی شماره 41365
ترجمه فارسی عنوان مقاله

اثرات استرس، LMX و حمایت سازمانی ادراک شده بر کیفیت خدمات: اثرات واسطه ای تعهد سازمانی

عنوان انگلیسی
Effects of stress, LMX and perceived organizational support on service quality: Mediating effects of organizational commitment
کد مقاله سال انتشار تعداد صفحات مقاله انگلیسی
41365 2014 12 صفحه PDF
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Hospitality and Tourism Management, Volume 21, December 2014, Pages 64–75

ترجمه کلمات کلیدی
استرس شغلی - LMX - درک حمایت سازمانی - تعهد سازمانی - کیفیت خدمات - هتل ها
کلمات کلیدی انگلیسی
Job stress; LMX; Perceived organizational support; Organizational commitment; Service quality; Hotels
پیش نمایش مقاله
پیش نمایش مقاله  اثرات استرس، LMX و حمایت سازمانی ادراک شده بر کیفیت خدمات: اثرات واسطه ای تعهد سازمانی

چکیده انگلیسی

The objective of this study is to examine factors affecting the commitment level of hotel employees and its subsequent impact on the quality of services provided by them. Data for this study were collected from 36 small and medium hotels operating in the Delhi-NCR (National Capital Region), India. Data were analyzed using SPSS macro, i.e., PROCESS, a computational tool for path analysis. Results indicated that organizational commitment acted as a full mediator between the antecedents (job stress, leader–member exchange, perceived organizational support) and the consequence (service quality). Leader–member exchange and perceived organizational support both positively influenced organizational commitment, whereas job stress influenced organizational commitment negatively. Organizational commitment positively influenced service quality. Based on these findings, practical suggestions and directions for future research are discussed.