THE INFLUENCE OF LEADER-MEMBER EXCHANGE AND PERCEIVED ORGANIZATIONAL SUPPORT TO WORK ENGAGEMENT AND SERVICE QUALITY OF CHIEF ADMINISTATION OF THE LOCAL GOVERMENT OFFICIAL IN ROI ET PROVINCE
Keywords:
การแลกเปลี่ยนความสัมพันธ์ระหว่างผู้นำกับสมาชิก การรับรู้การสนับสนุนจากองค์กร ความยึดมั่นผูกพันในงาน คุณภาพการบริการAbstract
The objectives of this research were to investigate the influence of leader-member exchange and perceived organization support to service quality through the mediating effect of work engagement of chief administration of local government officials in Roi Et province. This research employed the survey research method. A questionnaire was used to collect data from the sample consisting of 117 chief administration of local government officials at Roi Et Province. The quantitative data were analyzed using descriptive statistics of frequency, percentage, mean, and standard deviation, and inferential statistics of correlation analysis, simple regression analysis and multiple regression analysis. The results indicated that leader-member exchange and perceived organization support had a positive influence on the work engagement and service quality with the statistical significance at .01 level. The results also shown that the work engagement had a mediating effect on the relationship between leader-member exchange, perceived organization support and service quality.
References
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Rhoddes, L., Eisenberger, R.,& Armile, S.(2001) Affective commitment to the organization : The Contribution of perceived organization support. Journal of Applied Psychology, 86, 825- 836.
Saks, A. M. (2006). Antecedents and Consequences of Employee Engagement. Journal of Managerial Psychology, 21(7), 600-619.
Salanova, M., Agut, S., & Peiro´, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology 90(6), 1217-27.
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25, 293–315.
Schaufeli, W. B., Bakker A. B., & Salanova, M. (2006).The measurement of work engagement with a short questionnaire: A cross-national study. Journal of Educational and Psychological Measurement, 66, 701-716.
Srisa-ard, B. (2010). Basic Research. (8th Ed).Bangkok: Suviriyasarn. [In Thai]
Tairuakham, S. (2009). Research Methodology for Humanities and Social Sciences Mahasarakham: Mahasarakham university printing. [In Thai]
Vanichbuncha, K. (2012). Statistics for Research.(6th Ed). Bangkok: Thammasat. [In Thai]
Yawirach,N. (2009). Leadership and Strategic Leader.(7th Ed).Bangkok: Triple group. [In Thai]
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Bilgin, N., & Demirer, H. (2012). “The examination of the relationship among organizational support, affective commitment and job satisfaction of hotel employees”, Procedia-Social and Behavioral Sciences, 51(1), 470-473.
Breevaart, K., Bakker, A. B., Demerouti, E., & Van Den Heuvel, M. (2015). Leader member exchange, work engagement, and job performance. Journal of Managerial Psychology, 30, 754-770.
Celep, C., & Yilmazturk, O.E. (2012). The relationship among organizational trust, multidimensional organizational commitment and perceived organizational support in educational organizations. Procedia-Social and Behavioral Sciences, 46(1), 5763-5776.
Chiang, C. F., & Hsieh, T. S. (2012). The Impacts of Perceived Organizational Support and Psychological Empowerment on Job Performance: The Mediating Effects of Organizational Citizenship Behavior. International Journal of Hospitality Management, 3,180–190.
Dulebohn, J. H., Bommer, W. H., Liden, R. C., Brouer, R. L., & Ferris, G. R. (2012). A meta analysis of antecedents and consequences of leader-member exchange: Integrating the past with an eye toward the future. Journal of Management, 38, 1715-1759.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71,500–507.
Eisenberger, R., Karagonlar, G., Stinglhamber, F., Neves, P., Becker, T. E., Gonzalez-Morales, M. G., & SteigerMueller, M. (2010). Leader-member exchange and affective organizational commitment: The contribution of supervisor’s organizational embodiment. Journal of Applied Psychology, 95,1085-1103.
Elstad, E.,Christophersen, K.A., & Turmo,A. (2013). Antecedents of organizational citizenship behavior among educators in language education for adult immigrants in Norway. Adult Education Quarterly, 63(1), 78-96.
Foxall, G.R., & Yani-de-Soriano, M.M. (2005). Situational influences on consumers, attitudes and behavivor. Journal of Business research, 58, 518-525.
Frazier, P. A., Tix, A. P., & Baron, R. M. (2004). Testing moderator and mediator effects in counseling psychology. Journal of Counseling Psychology, 51(1), 115-134.
Gerstner, C. R., & Day, D. V. (1997). Meta-analytic review of leader–member exchange theory: Correlates and construct ideas. Journal of Applied Psychology, 82, 827–844.
Gracia, E., Salanova, M., Grau, R., & Cifre, E. (2013). How to enhance service quality through organizational facilitators, collective work engagement, and relational service competence. European Journal of Work and Organizational Psychology, 22(1), 42-55.
Gu, Q., Tang, T. Li-Ping & Jiang, W. (2015). Does Moral Leadership Enhance Employee Creativity? Employee Identification with Leader and Leader–Member Exchange in the Chinese Context. Journal of Business Ethics, 126(3), 513-529.
Hair, J.F.I., Black, W.C., Babin, B.J., Anderson, R.E., & Tatham, R.L. (2006). Multivariate Data Analysis. 6th Ed. New Jersey: Pearson.
Hill, E.J. (2005). Work - family facilitation and conflict, working fathers and mothers, work-family stressors and support. Journal of Family Issues, 26(6), 793 – 819
Inoue, A., Kwakami, N., Tsuno, K., Shimazu, A., Tomioka, K., & Nakanishi, M. (2013). Job demands, job resources, and work engagement of Japanese employees: a perspective cohort study. International Archives of Occupational and Environmental Health, 86(4), 441-449.
Jackson, L.T.B, Rothman,S., & Vijver,F.J.R (2006). A Model of work-related well-being for educators in South Africa. Stress and Health, 22, 263-274.
Jing-zhou, P., Xiao-xue, Z.,& Xia-qing, Z. (2008).The role of leadership between the employees and the organization: A bridge or a ravine? an empirical study from China. Journal of Management and Marketing Research, 1-14.
Kahn, W.A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33, 692-724.
Kitkuan, R. (2004). The Effect of leadership and Followership Styles on Employees’ Job satisfaction : A Case Study of Ministry of Science and Technology and Aeronautical Radio of Thailand. (Master’s thesis). Thammasat University, Bangkok. [In Thai]
Klaipetch, P. (2005). Effect of perceived organizational support and organizational justice on commitment and turnover intentions. (Master’s thesis).Dhurakijpundit University, Bangkok. [In Thai]
Klein, K.J., Tosi. H., & Albert A. J. C. (1999). Multilevel theory building: Benefits, barriers, and new developments. Academy of Management Review, 24(2), 248-53.
Liden, R. J., & Maslyn, J. M. (1998). Multi-Dimensionality of leader-member exchange : An empirical assessment through scale development. Journal of Management, 24, 30-43.
LLies, R., Nahrgang, J. D., & Morgeson, F. P. (2007). Leader–member exchange and citizenship behaviors: A meta-analysis. Journal of Applied Psychology, 92, 269–277.
Martin, R., Guillaume, Y., Thomas, G., Lee, A., & Epitropaki, O. (2016). Leader–member exchange (LMX) and performance: A meta‐analytic review. Personnel Psychology, 69(1), 67-121.
Organ, D. W., Podsakoff, P. M., & MacKenzie, S.B. (2006). Organizational citizenship behavior: Its nature, antecedents, and consequences. USA: Sage Publications, Inc.
Orn-uma, C. (2015). Mediator variable, An Encylopedia of education. Retrieved form http://ejournals.swu.ac.th/article
Rhoddes, L., Eisenberger, R.,& Armile, S.(2001) Affective commitment to the organization : The Contribution of perceived organization support. Journal of Applied Psychology, 86, 825- 836.
Saks, A. M. (2006). Antecedents and Consequences of Employee Engagement. Journal of Managerial Psychology, 21(7), 600-619.
Salanova, M., Agut, S., & Peiro´, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology 90(6), 1217-27.
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25, 293–315.
Schaufeli, W. B., Bakker A. B., & Salanova, M. (2006).The measurement of work engagement with a short questionnaire: A cross-national study. Journal of Educational and Psychological Measurement, 66, 701-716.
Srisa-ard, B. (2010). Basic Research. (8th Ed).Bangkok: Suviriyasarn. [In Thai]
Tairuakham, S. (2009). Research Methodology for Humanities and Social Sciences Mahasarakham: Mahasarakham university printing. [In Thai]
Vanichbuncha, K. (2012). Statistics for Research.(6th Ed). Bangkok: Thammasat. [In Thai]
Yawirach,N. (2009). Leadership and Strategic Leader.(7th Ed).Bangkok: Triple group. [In Thai]
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Published
2019-07-26
How to Cite
เอกพันธ์ ม. (2019). THE INFLUENCE OF LEADER-MEMBER EXCHANGE AND PERCEIVED ORGANIZATIONAL SUPPORT TO WORK ENGAGEMENT AND SERVICE QUALITY OF CHIEF ADMINISTATION OF THE LOCAL GOVERMENT OFFICIAL IN ROI ET PROVINCE. Modern Management Journal, 17(1), 118–131. Retrieved from https://so04.tci-thaijo.org/index.php/stou-sms-pr/article/view/159335
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