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The Effect of Management Commitment To Service On Employee Service Behaviors: the Mediating Role of Job Satisfaction

Washington State University, jennykim{at}wsu.edu

Pimtong Tavitiyaman

Oklahoma State University, pimtong.tavitiyaman{at}okstate.edu

Woo Gon Kim

Florida State University, wkim{at}cob.fsu.edu

This study focuses on the effect of four management-commitment-to-service factors (i.e., organizational support, rewards, empowerment, and training) on employees' job satisfaction and service behaviors. Ten hotels, located in Bangkok, the capital of Thailand, participated in this study. The structural equation model using Thai hotel workers indicated that rewards, empowerment, and training are positively related to job satisfaction but did not support a path from organizational support to job satisfaction. The positive impact of empowerment on employees' job satisfaction in a high-power-distance culture such as Thailand was an unexpected finding. It may result from proper training and reward systems offered to young Thai frontline employees who are familiar with and favor U.S. (Western) culture. Furthermore, job satisfaction was found to have a significant influence on Thai employees' extra-role customer service behaviors and cooperation. In summary, this study shows that job satisfaction serves as a mediator between three management service initiatives (rewards, empowerment, and training) and employees' service behaviors toward customers and coworkers.

Key Words: hotels • management commitment • employee job satisfaction • service behaviors

Journal of Hospitality & Tourism Research, Vol. 33, No. 3, 369-390 (2009)
DOI: 10.1177/1096348009338530


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