The impact of management commitment to service quality, intrinsic motivation and nepotism on frontline employees' affective work outcomes

Abstract

This empirical study aims to investigate the effects of management commitment, intrinsic motivation, and nepotism on job satisfaction, affective commitment, and quit intention of hotel frontline employees in a service setting in North Cyprus. PLS-SEM was used to analyse the hypothesised relationships. This paper presented an integrative model to test the aforementioned effects and relationships. With the exception of the relationships between nepotism and affective commitment, all hypothesised relationships were supported. This study has developed a new conceptual model compared to past research in service management literature, which aimed to examine the impact of untried variables on quit intention in a hotel setting such as a personality trait (intrinsic motivation) to determine the rate of FLEs who are willing to work without extrinsic motivation and how much FLE jobs are attractive to trigger pressure for nepotism as an organisational climate variable that may harm organisational harmony and motivation. © © 2015 Inderscience Enterprises Ltd.