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The relationship between organizational commitment and service quality, and the moderating effect of gender in hotel  

Ahn Kwan-Young (상지대학교 경영학과)
Publication Information
Journal of the Korea Safety Management & Science / v.8, no.2, 2006 , pp. 129-138 More about this Journal
Abstract
Since IMF system was introduced once, downsizing has been usual phenomenon in business sphere. Downsizing influences the unemployed, and also the survivors such as in job stress, communication bias, lower organizational commitment and so on. This paper reviewed the relationship between organizational commitment and service quality, and the moderating effect of sex in hotel. Based on the responses from 494 hotel employees, the results of multiple regressional analysis showed that affective OC and normative OC have affirmative effects on service quality. The results of moderating analysis showed that continuance OC has an affirmative interactive-effect on responsiveness, assurance, and empathy with gender, and affective OC an negative interactive-effect on assurance.
Keywords
service quality; organizational commitment; moderating effect; gender;
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