A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality

Abstract

Organizational research has shown that certain supervisory behaviours contribute to an environment conducive to superior job performance. Hypothesizes that supervision and role stress influence the internal service quality of an insurance salesforce through their impact on organizational commitment as an intervening variable. To test this theory, a causal model to evaluate exogenous latent variables and endogenous latent variables was fitted to data obtained from a sample of 140 insurance salespeople. Reveals that the organizational commitment of insurance salespeople exerts a strong, positive influence on their internal service quality, and establishes that organizational commitment is positively influenced by participation in decision making and negatively influenced by role conflict. Suggests that the management of an insurance salesforce can enhance internal service quality by creating a working environment where employees identify with the goals, objectives and values of their organization.

Citation

Boshoff, C. and Mels, G. (1995), "A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality", European Journal of Marketing, Vol. 29 No. 2, pp. 23-42. https://doi.org/10.1108/03090569510080932