Department of Management Science
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Item Examining Relationship Between Emotional Labor, Emotional Exhaustion and Organizational Commitment Through Anxiety, Pride in Work and Cultural Intelligence: Empirical Evidence from Hotel Sector of Pakistan(Library Information Services, COMSATS University Islamabad, Lahore Campus, 2021) Nazia Rafiq; FA15-PMS-004; Dr. Abdus Sattar Abbasi; LHR TP 7748With theoretical underpinnings in the Conservation of resources theory, the aim of this thesis was to shed light on the mechanism through which emotional labor results in emotional exhaustion and reduced organizational commitment among hotel employees of Pakistan, and the boundary conditions that might play a vital role in reducing the harmful effects of such behavior. Though it is a widely accepted truth that committed employees are source of competitive advantage in any organization and be treated in a pleasantly congenial way. However, regrettably, employees are not provided with the warm, compassionate dealing and have to perform emotional labor during their service encounter that is widely accepted as the display service rule. Such labor has the capacity to harmfully influence individual and organizational outcomes and therefore needs to be studied and comprehended comprehensively for their effective control and management. Emotional labor is a critical phenomenon faced by employees of the service industry. Regardless of previous research conducted over the last three decades on emotional labor in the hospitality industry, further empirical investigation is required to explore its impact on emotional exhaustion, and organizational commitment in the hotel sector. The objective of this study is to investigate the role of emotional labor in triggering emotional exhaustion and distressing the organizational commitment among employees in the hotel sector of Pakistan. It further seeks to examine the mediating role of anxiety through which emotional labor transcends from the workplace and affects employees’ emotional exhaustion and commitment level. This study aims to explore the moderating role of pride in work and cultural intelligence between emotional labor, emotional exhaustion and organizational commitment. For this purpose, the present research has applied the well-known conservation of resource theory (COR) by adding two positive resources—namely, pride in work and cultural intelligence—which may help the employees to avoid negative consequences of emotional labor. The proposed xi hypothesized model is tested empirically with quantitative research approach under the positivistic paradigm. Using a stratified proportionate sampling technique, data has been collected through self-administered surveys from employees of four-star and five-star hotels listed and registered by the Pakistan Hotel Association. Time-lagged data was collected to reduce common method bias. In this research work, 520 self administered questionnaires were distributed, from which 464 complete responses were received, which represented a response rate of 90%. The received quantitative data is analyzed through path analysis using structural equation modeling. Further, a measurement model and a structural model are developed to test the proposed hypotheses in AMOS v23. Supplement analyses are also applied to test the mediation and moderation effects. Findings of the study have strongly supported the hypothesized model and proposed relationships. Results verified that anxiety mediates the relationship between surface acting - emotional exhaustion and deep acting - emotional exhaustion among hotel employees. Furthermore, path analysis proved that anxiety mediates the relationship between surface acting – affective commitment and deep acting – affective commitment among hotel employees. The study confirmed pride in work and cultural intelligence as moderators as proposed. Findings reveal that cultural intelligence can moderate the role of emotional labor affecting the emotional exhaustion and affective commitment. Pride in work is also confirmed as moderator to buffer the detrimental effect of emotional labor on emotional exhaustion and affective commitment. Hotel leaders and managers can take benefits from this research to mitigate the harmful impact of emotional labor on employees. The study has significant implications for service organizations to ponder on the emotional labor and anxiety level through coping mechanism and should take advantage of pride in work and cultural intelligence to reduce the emotional exhaustion and increase the commitment level. Organizations should intervene in improving the mental health and psychological well-being of service employees by enhancing their ability to effectively manage their emotionsItem Impact of Academic Leadership on Organizational Commitment of Faculty Members in Private Sector Universities of Punjab: Mediating Role of Work Engagement and Moderating Role of Co-worker Support(Library Information Services COMSATS University Islamabad Lahore Campus, 2020-02-03) Umer Yaseen; SP19-RMS-009; Dr. Rana Nadir Idrees; LHR TP 6540This research study analyzed the impact of academic leadership on organizational commitment of faculty members in private universities of Punjab, with the role of work engagement as mediator and the role of co-worker support as moderator. Convenience sampling technique was used to sample faculty members of private universities. This study was quantitative and cross-sectional in nature, and the regression and correlation analyses were used to investigate hypotheses. Social exchange theory was used to explore the impact of AL on OC of faculty members. A sample of 215 faculty members (including instructors, lecturers, assistant and associate professors and full time professors) was drawn from various private sector universities in Punjab. Results of current study indicates that the academic leadership has positive significant effect on the organizational commitment of faculty members. Findings further explain that the work engagement acts as mediator and it partially mediates the relationship between AL and OC of faculty members. Furthermore, this study explored the role of co-worker support as a boundary condition and the results explain insignificant relation which shows that co-worker support does not moderate the relationship between academic leadership and work engagement of faculty in private sector universities. Additionally, theoretical and practical implications of this research study are also discussed.Item The Impact of Job Crafting on Organizational Commitment with the moderating effect of Emotional Intelligence in the IT Sector of Pakistan(Library Information Services COMSATS University Islamabad Lahore Campus, 2020-02-03) Malik Hassan Mujtaba; FA18-RPM-012; LHR TP 6388; Dr. Saleha JavedJob crafting is very important for the employees. This research pertains to the information technology industry employees’ job crafting and organizational commitment. As the nature of the IT related projects is very stressful and demanding, the main purpose of our research is to investigate the impact of job crafting on organizational commitment of employees working in IT sector at different projects in Pakistan, moderation effect of emotional intelligence. The comprehensive framework of the study provides the better understanding and has addressed the vast spectrum of literature regarding the impact of “Job crafting” on employees’ commitment with moderation effect of “emotional intelligence”. A survey-based approach using a questionnaire was adopted to achieve the objectives of the study. 350 questionnaires were distributed after visiting the different companies and software houses. Due to COVID-19 pandemic a lockdown was imposed and all offices/projects were closed. So, we used the Google form and sent emails to employees working in different IT sectors of Pakistan. Our respondents were IT professionals working on different IT projects in Pakistan. Analysis have been done by correlation and regression analysis techniques. Moderation is checked by process of Andrew F. Hayes. Findings show that there is a significant relation between Job crafting, organizational commitment and emotional intelligence. Emotional intelligence significantly moderates the relationship between job crafting and organizational commitment of employees working at different IT sectors in Pakistan. Data was collected from IT professionals working in IT sector of Pakistan. Software SPSS version 23 was used to test the framework. The findings may help the development sector to implement these positive crafting behaviors to improve the organizational commitment of employees. Positive crafting of job is very important to enhance the organizational performance and commitment of employees and it has highest return on investment. It will help employees to work without stress and link them emotionally to their organizations and projects. There are some limitations of this study as it is done in only one sector, due to less time we used cross-sectional approach. In future other researchers may explore this model in other sectors. In future a qualitative study maybe conducted.Item The Impact of Psychological Capital on Work Engagement, Affective Organizational Commitment and Burnout(Library Information Services COMSATS University Islamaabad Lahore Campus, 2019) Aniqa Butt; SP16-RMS-007; Dr. Ahmad Qammar; LHR TP 5456The purpose of this research is to examine the relationship of a Psychological Capital (PsyCap) which is comprised of four positive psychological dimensions including hope, resilience, self-efficacy and optimism on work engagement, affective organizational commitment and burnout and check whether work engagement plays the mediating role between the other three variables (psychological capital, affective organizational commitment, burnout) amongst bank employees of Lahore, Pakistan. There is a research gap in validating and qualifying the positive capacities in such a demanding surrounding i.e banking sectors. Globally, this concept (psychological capital) is captivating a considerable amount of interest to get restrained from burnout, escalating employees work engagement and affective organizational commitment. Work engagement and burnout play a significant role in today’s organizations as they result in positive and negative outcomes. Whether work engagement is high activation and identification and burnout is low activation and high turnover. Affective organization commitment is the affection of an employee with organization. Data has been gathered from four banks including two government and two private sectors through structured questionnaires of 300 sample size. Basic descriptive statistics, partial least square regression analysis and factor based PLS-TYPE CFM1 (common factor model) executed to associate the relationship between the given variables under current study.Item Role of Job Satisfaction, Organization commitment and Leader Member Exchange on Innovative Work Behavior(Library Information Services COMSATS University Islamabad Lahore Campus, 2017) Talha Hussaian; SP15-MSPM-009; Dr. Faisal Tehseen ShahRole of job Satisfaction and organizational commitment and Innovation is their impact on leader member exchange and innovative work behavior have been a subject of discussion among the top management of software industry. The existing structure still hasn’t been able to formulate a working environment which promotes innovative work behavior for the employees. The objective of this research is ascertain if the Role of LMX, Job satisfaction and Organizational commitment on Innovative work behavior. A survey was conducted in IT industry of Lahore from software engineers where 220 completed questionnaires were received and analyzed. Demographic analysis was done using SPSS version 2.0 and for empirical analysis Regression, Pearson Correlation, Reliability and linear regression was carried out. The findings proved that LMX and Organizational Commitment have positive relation with Innovative work behavior and the job satisfaction is not significant with innovative work behavior. Information technology is the backbone of Pakistan’s economy, therefore the top management should devise polices in the same direction to employee motivation to increase customer satisfaction. It will consequently promote innovative work behavior among the employees of software industry.Item Exploring the Relationship between Employer Branding and Organizational Commitmen(Library Information Services, COMSATS University Islamabad, Lahore Campus, 2020) Muhammad Umair Daud; SP17-BBA-008; Dr. Amir Riaz; LHR TP 6662Organizational commitment has been considered to be a key factor in influencing employees’ motivation, engagement, satisfaction and most importantly performance. It is this commitment that enhances employees’ motivation in achieving organizational goals and putting in effort that is beyond firms’ expectations. Considering the crucial importance of organizational commitment, this study aims to investigate the driving factors that affect organizational commitment of employees in the telecommunication sector. Indubitably, there has been plethora of research in the past relating to organizational commitment but this issue is still present in the organizations because the root cause hasn’t been identified yet. Thus, with the aid of existing literature and in-depth interviews with relative organizations, employer branding has been observed as the most driving factor impacting organizational commitment. The issue is not organizational commitment; instead it is the factor that is causing decline in commitment. Albeit, this sector has a major contribution in the country and has the potential of creating innumerable job opportunities, but it is now having serious challenges in retaining employees due to low organizational commitment. It has been observed that the concept of employer branding is missing in Pakistani organizations, especially in the service sectors, so the highlighting issues of this study are the dimensions of employer branding i.e. ethics and corporate social responsibility, training and development compensation and benefits, work life balance and healthy work atmosphere. Qualitative research techniques with aid of secondary and online research methods have been specifically used in this study to address the concerning issues and effects on the organization. The target population mainly covers the employees working in the contact centers in Lahore. Moreover, some practical implications and suggestions have been provided at the end to overcome the mentioned issues and their effect