Abstract

This study investigates the impact of organizational commitment and job engagement on service quality, while integrating the influences of organizational climate and emotional labor. Utilizing data from 427 participants, acquired via structured questionnaires, the research employed the Statistical Package for the Social Sciences (SPSS) for analysis. The findings reveal that heightened job engagement and organizational commitment significantly enhance service quality, primarily through reinforcing employees’ trust in their organization. A favorable organizational climate is instrumental in strengthening employees’ affiliation with their organization, consequently leading to superior service provision. Furthermore, the capability to effectively regulate emotions emerges as a critical factor in both job engagement and the quality of service. The study advocates for augmenting job engagement and organizational commitment, cultivating a supportive workplace atmosphere, and equipping employees with resources for efficient emotional management. These strategies are proposed to substantially improve service quality. The insights derived from this research provide essential directives for managers striving to achieve service excellence.

Introduction

Over the years, scholars have thoroughly examined the complex interplay between organizational commitment, climate, and job involvement in determining job performance. Studies by Refs. [1,2] underscored the fundamental role organizational commitment plays in influencing both an individual’s performance and the broader success of an organization. However, the challenge of fostering and maintaining this commitment persists, leading organizations to continually seek effective strategies to ensure a dedicated workforce [3]. Particularly in the business industry, where employees are pivotal for gaining a competitive edge, it’s recognized that employee commitment can be enhanced through a combination of a strong service ethos, managerial support, and a positive organizational environment [[4], [5], [6], [7], [8]].

One dimension that’s essential is job involvement, characterized by the depth of emotional connection an employee feels towards their workplace. Such involvement is crucial for strengthening organizational commitment and subsequently influencing performance outcomes [9]. To optimize these outcomes, it is vital for organizations to focus on talent development and create a supportive organizational environment [10]. In business industry, engaging in emotional labor — the effort to manage one’s emotions to produce a desired emotional response in customers — is believed to boost job satisfaction and improve the overall customer experience [11].

However, a glaring gap in scholarly work is the investigation of how emotional labor interacts with job involvement, service quality, and organizational commitment. While Wang [12] began to explore how organizational commitment influences service quality, our research takes a broader approach. We aim to understand the intricate relationships among organizational commitment, job involvement, emotional labor, organizational climate, and performance or service quality outcomes. What sets our study apart is its focus on the previously unexplored impact of emotional labor on job involvement, service quality, and the dynamics of organizational commitment.

Results

۴٫۱٫ Statistical analysis of basic information
Participants were enlisted from March through April 2019. Out of the 450 questionnaires disseminated, 427 were returned completed and valid, yielding a response rate of 94.88 %. Gender-based statistical analysis revealed that the total effective sample size of the questionnaire was 427, comprising 206 males and 221 females. Age-related statistics indicate that 135 respondents fell within the 30–۳۹ year age group, accounting for 31.6 % of the total sample size, while 110 respondents were above 50 years of age. With respect to academic qualifications, 143 respondents (33.5 %) possessed 2-year college degrees, while 199 respondents held Bachelor’s degrees. Out of all the occupational responses, 95 individuals or 22.3 % work in the service industry, while the hotel industry employs 83 individuals. The postal and warehousing industry comes in third with 50 individuals. Please see Table 1.