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https://ptsldigital.ukm.my/jspui/handle/123456789/513716| Title: | The moderating effect of supervisor political skill in extended internal service quality measures |
| Authors: | Hamedani Sharareh Shahidi (ZP01249) |
| Supervisor: | Fazli Idris, Assoc. Prof. Dr. |
| Keywords: | Personnel management Communication in personnel management Universiti Kebangsaan Malaysia -- Dissertations Dissertations, Academic -- Malaysia |
| Issue Date: | 1-Apr-2019 |
| Description: | Internal service quality is a crucial competitive tool for business and has gained great attention for the survival of any organization. It is also considered as an important element for the employees in ensuring the sustainability of an organization. Myriad of literature was conducted on the internal service quality, that majority of them using Parasuramans service quality (SQ) perspective. Neglecting the differences between ISQ and SERVQUAL may provide shortfall in the impact towards performance. Exacerbating that, research about the ISQ and its multi dimensionality is still lacking. therefore, this study aims to fill the gap that exists of its dimensionality. The present study also contributes to the political skill literature by investigating the link between supervisor political skill and ISQ as well as job performance in IT firms. In addition, supervisor political skill was also investigated as the moderator in this study. A total of 204 effective questionnaires was used for the analysis in this study from the analysis using Smart PLS 3.0. The analysis provide evidence that all six dimensions of internal service quality have positive effect on job performance. Moreover, results also indicate that supervisor political skill moderates the relationship between follow through, quality of interaction, level of cooperation and job performance; while it negatively moderates the relationship between timeliness of response and job performance. Supervisor political skill also did not moderate the relationship between job knowledge, competence of employee and job performance. Theoretical and managerial implications are also discussed,Ph.D |
| Pages: | 174 |
| Call Number: | HF5549.H336 2019 tesis |
| Publisher: | UKM, Bangi |
| Appears in Collections: | Graduate School of Business / Pusat Pengajian Siswazah Perniagaan |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| ukmvital_127735+SOURCE1+SOURCE1.0.PDF Restricted Access | 2.81 MB | Adobe PDF |  View/Open |
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