Effects of stress, LMX and perceived organizational support on service quality: Mediating effects of organizational commitment

The objective of this study is to examine factors affecting the commitment level of hotel employees and its subsequent impact on the quality of services provided by them. Data for this study were collected from 36 small and medium hotels operating in the Delhi-NCR (National Capital Region), India. Data were analyzed using SPSS macro, i.e., PROCESS, a computational tool for path analysis. Results indicated that organizational commitment acted as a full mediator between the antecedents (job stress, leader–member exchange, perceived organizational support) and the consequence (service quality). Leader–member exchange and perceived organizational support both positively influenced organizational commitment, whereas job stress influenced organizational commitment negatively. Organizational commitment positively influenced service quality. Based on these findings, practical suggestions and directions for future research are discussed.