SEEK: Salford Environment for Expertise and Knowledge

PhD Thesis
Sep 2018

The impact of psychological empowerment on the service quality of front of house staff in the Jordanian hotel sector

Bseiso, D (2018) 'The impact of psychological empowerment on the service quality of front of house staff in the Jordanian hotel sector'.

Abstract

 This study intends to investigate the influence of psychological empowerment on the service quality of front of house staff in the Jordanian hotel sector. The past relevant literature on service sector have indicated that there is a relation between the strategies of psychological empowerment and the service quality of employees, but there is no total confirmation on the nature of this relationship. Some past literature affirm that there is an indirect relation between these two elements, and some others eliminate this relation. Only one study indicated that there is a direct positive relation between psychological empowerment and service quality. This study proposed a model to investigate this relation, and the model indicated the psychological empowerment can affect service quality through some definite variable which are; job satisfaction, customer oriented behavior, organisational commitment and role clarity.

Student

Dima Bseiso

Supervisor

Jonathan Lord

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