Impact of Job autonomy on Customer orientation: Mediating role of Affective commitment
Hasan Farid & Xiongying Niu
This study aims at exploring the effects of work method autonomy (WMA), decision-making autonomy (DMA), and work scheduling autonomy (WSA) on customer orientation through employees’ affective commitment based on self-determination theory. The data was collected from full time front-line service workers in hospitality industry of China by employing cross-sectional design of study. The results show that three types of autonomy (WMA, DMA, WSA) are positively related with affective commitment and affective commitment has a positive effect on employees’ customer-oriented behavior. The results also postulate that affective commitment mediates the relationship between types of autonomy (WMA, DMA, WSA) and employees’ customer-oriented behavior. The study suggests that hospitality managers should shape such an environment in which they can provide employees with autonomy in choosing methods, schedules and making decisions so that they can experience affective commitment and get motivate to exhibit customer-oriented behaviors.
Keywords: Work method autonomy, decision-making autonomy, work scheduling autonomy, affective commitment, customer orientation.
|Title:||Impact of Job autonomy on Customer orientation: Mediating role of Affective commitment|
|Author:||Hasan Farid & Xiongying Niu|
|Journal Name:||International Journal of Science and Business|
|ISSN:||ISSN 2520-4750 (Online), ISSN 2521-3040 (Print)|
|Date of Publication:||25/02/2021|
|Paper Type:||Research Paper|
Cite This Article:
Hasan Farid & Niu Xiongying (2021). Impact of Job autonomy on Customer orientation: Mediating role of Affective commitment. International Journal of Science and Business, 5(4), 180-188. doi: https://doi.org/ 10.5281/zenodo.4561761
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About Author (s)
Hasan Farid (corresponding author), Business school, University of International Business and Economics, Chaoyang District, Beijing 100029, P.R. China. Email: email@example.com
Xiongying Niu, Business school, University of International Business and Economics, Chaoyang District, Beijing 100029, P.R. China.