Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being
Purpose – This paper uses ‘positive organizational behaviour’ and ‘transformative service research’ paradigms to introduce ‘employee well-being’ as a focal construct in the process by which internal service quality drives employee satisfaction, commitment and performance. Design/methodology/approac...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Emerald Group Publishing
2016
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| Online Access: | http://hdl.handle.net/20.500.11937/35701 |
| _version_ | 1848754567045447680 |
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| author | Sharma, Piyush Chuen Kong, T. Kingshott, Russel |
| author_facet | Sharma, Piyush Chuen Kong, T. Kingshott, Russel |
| author_sort | Sharma, Piyush |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Purpose – This paper uses ‘positive organizational behaviour’ and ‘transformative service research’ paradigms to introduce ‘employee well-being’ as a focal construct in the process by which internal service quality drives employee satisfaction, commitment and performance. Design/methodology/approach – A field-survey using a structured questionnaire is employed to test all the hypotheses with 250 employees and their 25 supervisors in a manufacturing unit in Guangdong province of the People’s Republic of China. Findings – All the eight hypotheses are supported. Internal service quality has a positive effect on employee satisfaction, commitment and employee well-being, which in turn positively influence employee performance. Employee well-being also positively moderates (strengthens) the effects of employee satisfaction and commitment on employee performance. Research limitations/implications – This paper uses data from a single factory in China and focuses on a few key constructs, which may restrict the generalizability of its findings. Moreover, no significant differences were found among the supervisor-workers units. Practical implications – Managers in non-service industries should focus on improving internal service quality and employee well-being in their organizations because both these constructs have significant direct and indirect effects on employee performance. Originality/value – This paper extends past research on internal service quality by showing that it affects employee performance via satisfaction and commitment, and that employee well-being moderates the effects of employee satisfaction and commitment on performance. |
| first_indexed | 2025-11-14T08:42:27Z |
| format | Journal Article |
| id | curtin-20.500.11937-35701 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:42:27Z |
| publishDate | 2016 |
| publisher | Emerald Group Publishing |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-357012021-03-03T04:30:07Z Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being Sharma, Piyush Chuen Kong, T. Kingshott, Russel Purpose – This paper uses ‘positive organizational behaviour’ and ‘transformative service research’ paradigms to introduce ‘employee well-being’ as a focal construct in the process by which internal service quality drives employee satisfaction, commitment and performance. Design/methodology/approach – A field-survey using a structured questionnaire is employed to test all the hypotheses with 250 employees and their 25 supervisors in a manufacturing unit in Guangdong province of the People’s Republic of China. Findings – All the eight hypotheses are supported. Internal service quality has a positive effect on employee satisfaction, commitment and employee well-being, which in turn positively influence employee performance. Employee well-being also positively moderates (strengthens) the effects of employee satisfaction and commitment on employee performance. Research limitations/implications – This paper uses data from a single factory in China and focuses on a few key constructs, which may restrict the generalizability of its findings. Moreover, no significant differences were found among the supervisor-workers units. Practical implications – Managers in non-service industries should focus on improving internal service quality and employee well-being in their organizations because both these constructs have significant direct and indirect effects on employee performance. Originality/value – This paper extends past research on internal service quality by showing that it affects employee performance via satisfaction and commitment, and that employee well-being moderates the effects of employee satisfaction and commitment on performance. 2016 Journal Article http://hdl.handle.net/20.500.11937/35701 10.1108/JOSM-10-2015-0294 Emerald Group Publishing restricted |
| spellingShingle | Sharma, Piyush Chuen Kong, T. Kingshott, Russel Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being |
| title | Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being |
| title_full | Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being |
| title_fullStr | Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being |
| title_full_unstemmed | Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being |
| title_short | Internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being |
| title_sort | internal service quality as a driver of employee satisfaction, commitment and performance – exploring the focal role of employee well-being |
| url | http://hdl.handle.net/20.500.11937/35701 |