The influence of job autonomy on service quality delivery of employees. An integration of two theories
This study explored and assessed the factors that influence employees during service delivery. Factors like job autonomy, motivation, supervisory support and emotional labor was assessed with respect to service quality. The proposed model was evaluated through the Social Exchange Theory (SET) and the Psychological Contract Theory (PCT). A survey was conducted where the target population was employees in the service sector. The study made use of the Partial Least Square Structural Equation Modeling (PLS-SEM) to assess the proposed relationships among the variables. A significant relationship was reported between job autonomy and motivation. Job autonomy was reported to influence service quality as well. Few recommendations were provided and some limitations of the study were listed.