Indian Journal of Industrial Relations: Economics & Social Dev.

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Linkage Research Model of Indian Hotel Industry


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1 University Business School, Panjab University, Chandigarh, India
     

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This study explores the role of organizational functioning variables i.e. job satisfaction and organizational commitment of customer- contact employees (CCE) as predictors of organizational outcome i.e. service quality, in the hotel industry. The study expands the organizational commitment dimension to include normative and continuance commitment, the two neglected aspects in marketing of services literature. The results of the study highlight that out of the predictor variables chosen 5, i.e. job satisfaction, normative commitment, salary, type of job and education level, discriminate between the level of service quality of customers. Furthermore, if these 5 variables were targeted through company strategies the human resource could be a source of core competence through process ambiguity.
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  • Linkage Research Model of Indian Hotel Industry

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Authors

Purva Kansal
University Business School, Panjab University, Chandigarh, India

Abstract


This study explores the role of organizational functioning variables i.e. job satisfaction and organizational commitment of customer- contact employees (CCE) as predictors of organizational outcome i.e. service quality, in the hotel industry. The study expands the organizational commitment dimension to include normative and continuance commitment, the two neglected aspects in marketing of services literature. The results of the study highlight that out of the predictor variables chosen 5, i.e. job satisfaction, normative commitment, salary, type of job and education level, discriminate between the level of service quality of customers. Furthermore, if these 5 variables were targeted through company strategies the human resource could be a source of core competence through process ambiguity.

References