The Influence of Participative and Empowering Leadership Styles on the Employees Commitment to Service Quality

Abstract

Leadership style plays an important role in influencing the employees of any organization and this research study is focused on three-star hotel employees in Thiruvananthapuram. “The Influence of participative and empowering leadership styles on employees’ commitment to service quality,” is the topic of assessment. The proposed study has the following objectives such as To analyze the impact of participative and empowering styles of leadership qualities on frontline employees’ commitment to service quality; To assess the relationship among employees’ shared customer-oriented values, employees’ role clarity, employees’ job satisfaction and employees’ commitment to service quality; To analyze the mediating role of participative and empowering leadership styles on management’s commitment to service quality and the employees’ role clarity; Judgment sampling method was used and Krejcie and Morgan table was used to determine the sample size. The reliability analysis was performed to test the reliability of the constructs and the overall cronbach`s Alpha value was .810 which is much above the cut-off value of 0.7 Participative leadership style plays a significant mediating role between employees’ job satisfaction and management s commitment to service quality and empowering leadership style did not play any mediating role with employee’s job satisfaction. Even though earlier research studies have proved that participative leadership style is preferred style for hotel industry, this research has also proved that participative leadership style plays a mediating role between management and employees role clarity, shared values and job satisfaction, which in turn positively influences the Employees commitment to service quality.