An Investigation of the Relationships among Employee Empowerment, Employee Perceived Service Quality, and Employee Job Satisfaction in a U.S. Hospitality Organization

Abstract

Service organizations wish to retain loyal customers to achieve business goals. With a greater level of uncertainty coming from increasingly demanding customers, service organizations need to empower their employees to go extra miles to meet customer expectations. Using the data from an opinion survey at a U.S. hospitality organization, this study examines the relationships among employee empowerment, employee perceived service quality, and job satisfaction. Confirmatory factor analysis and structural equation modeling were conducted to test the hypothesized model. Results show that employee empowerment has positive effects on employee perceived service quality and job satisfaction.

KEYWORDS:

• employee empowerment
• job satisfaction
• employee perceived service quality