THE EFFECT OF ORGANIZATIONAL EMPOWERMENT ON CUSTOMER-ORIENTED BEHAVIOR: A CASE OF HOTEL INDUSTRY IN PAKISTAN

Abstract

This study aims to investigate the relationship of organizational empowerment and customer-oriented behavior with a particular focus on the mediating effects of job satisfaction, affective commitment and psychological empowerment for the said relationship. The study is based on primary data collected through a self-administered questionnaire from 169 front-desk employees working in four and five star hotels in Pakistan. Correlation and regression analyses were applied to test the hypotheses by using SPSS. Baron and Kenny, and Sobel tests were used to analyze the mediating effects of the variables. Results show positive relationships of organizational empowerment with job satisfaction, affective commitment and psychological empowerment. The study also proves the mediating role of job satisfaction, affective commitment and psychological empowerment for the relationship between organizational empowerment and customeroriented behavior.