(BUS485-FINAL).pdf - Contents 1 INTRODUCTION 3 2 Statement...

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1 | P a g e Contents 1. INTRODUCTION ......................................................................................................................................... 3 2. Statement of The Problem ......................................................................................................................... 4 3. Purpose of Study ....................................................................................................................................... 5 4. Literature review ....................................................................................................................................... 6 4.1 Job Satisfaction ................................................................................................................................... 6 4.2 Affective Commitment ........................................................................................................................ 6 4.3 Organizational Resources .................................................................................................................... 7 4.4 Work Engagement .............................................................................................................................. 8 4.5 Career Commitment ........................................................................................................................... 9 4.6 Adaptive Service offering .................................................................................................................. 10 4.7 Service Climate .................................................................................................................................. 11 4.8 Employee Performance ..................................................................................................................... 12 4.9 Loyalty ............................................................................................................................................... 13 4.10 Relationship between job satisfaction and work engagement ...................................................... 13 4.11 Relationship between work engagement service climates ............................................................ 15 4.12 Relationship between service climate and employee performance .............................................. 16 4.13 Relationship between employee performance and loyalty ............................................................ 16 4.14 Relationship between loyalty and service climate ......................................................................... 18 4.15 Relationship between affective commitment and work engagement ........................................... 18 4.16 Relationship between work engagement and adaptive service offerings ..................................... 19 4.17 Relationship between organizational resources and work engagement ....................................... 20 4.18 Relationship between work engagement and career commitment ............................................... 21 5. RESEARCH MODEL ................................................................................................................................... 24 6. QUESTIONS & HYPOTHESIS ..................................................................................................................... 24 6.1 Questions .......................................................................................................................................... 24 6.2 Hypothesis ......................................................................................................................................... 24 7. THE RESEARCH DESIGN METHODE AND PROCEDURE ............................................................................ 25 7.1 QUESTION CRYSTALISATION ............................................................................................................. 25 7.2 Data Collection Method .................................................................................................................... 25 7.3 Experimental Effects ......................................................................................................................... 26
2 | P a g e 7.4 Time Dimension ................................................................................................................................ 26 7.5 Topical Scope .................................................................................................................................... 26 7.6 Research Environment ...................................................................................................................... 26 8 SAMPLING ................................................................................................... Error! Bookmark not defined. 9 INSTRUMENT DESIGN .............................................................................................................................. 28 9.1 Demographic Question ..................................................................................................................... 28 9.2 Scales & Variables ............................................................................................................................. 28 9.2.1 Independent Variable ................................................................................................................ 28 9.2.2 Dependent Variable ................................................................................................................... 29 10. DATA COLLECTION ................................................................................................................................ 30 11. DATA ANALYSIS ..................................................................................................................................... 31 11.2 RELIABILITY ANALYSIS ..................................................................................................................... 32 11.3 Hypothesis testing (Correlation testing) ......................................................................................... 34 11.3.1. Spearman Correlation ............................................................................................................. 34 11.3.2 Pearson Correlation ................................................................................................................. 36 11.3.3 Regression ................................................................................................................................ 39 12. Limitations ............................................................................................................................................. 40 13. The significance of our research ........................................................................................................... 40 14. Bibliography .......................................................................................................................................... 41
3 | P a g e 1. INTRODUCTION The main objective that business organizations in particular should strive to attain is to create an environment that would be preferable for all level of employees. Growing competition among service providers, along with overall growth in the service economy, has forced organizations to focus greater attention on the nature and quality of services provided to customers. So there are so many factors that affect the service environment and very much interrelated to each other .One of them is Service climate, It refers to employees’ shared perceptions of the practices, procedures, and behaviors that are rewarded, supported, and expected by the organization with regard to customer service and customer service quality .Thus; service climate is a collective and shared phenomenon. Another factor is work engagement, is important to an understanding of how climate is built and shared among employees in a specific organizational setting like work unit. It is also expected that the better the service climate in a work unit, the better customer appraisal of employee service quality for example employee performance will be. So as a result, customers will be more loyal to the organization when they appraise employee performance more positively.

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