Psychological empowerment as a moderator of the effects on job attitudes and behaviours on service quality in the hotel industry : a Singapore context

The key thrust of this research is to test a theoretical framework which suggests that psychological empowerment moderates the relationship between the dimensions of employee job attitude and behaviour, comprising job satisfaction, commitment to organisation, job creativity and job motivation, and service quality in the context of the Singapore’s hotel industry. The outcomes of testing the theoretical model satisfied the fit conditions with positive relationships observed between the constructs of employee job attitude, behaviour and service quality. Psychological empowerment significantly enhanced the relationships. The findings reinforce the claims that when frontline employees are extended autonomy, a higher level of job performance is derived.