Motivating language and employees’ need satisfaction to service quality: conservation of resources and speech act theories
ISSN: 2040-8269
Article publication date: 14 June 2023
Issue publication date: 31 October 2023
Abstract
Purpose
Drawing on conservation of resources (CoR) and speech act theories, the authors tested the relationship between managers’ motivating language (ML) and employee service quality and psychological relatedness and competence as mediating variables between their associations.
Design/methodology/approach
Using a convenient sampling technique, the authors collected 366 hotel employees’ opinions in Malaysia and analysed them in partial least squares-structural equation modelling.
Findings
Three forms of ML, psychological competence and relatedness correlate with employees’ service quality. Although direction-giving language is correlated with competence, empathetic and meaning-making language are not; thus, competence only mediates the relationship between direction-giving language and service quality. Three types (direction-giving, empathetic and meaning-making) of managers’ communication are correlated with relatedness; thus, relatedness mediates the association between the three types of language and service quality.
Practical implications
Hospitality managers are encouraged to enhance psychological relatedness and competence by practising an appropriate ML. Psychological relatedness and competence are significant mechanisms that enlighten the effects of supervisory communicant on service quality, indicating employees’ need satisfaction should be improved.
Originality/value
Our study contributes to speech act and CoR theories by explaining the relationship between ML, psychological relatedness, competence and service quality.
Keywords
Citation
Rabiul, M.K., Hasan, M.K., Miraz, M.H. and Karim, R.A. (2023), "Motivating language and employees’ need satisfaction to service quality: conservation of resources and speech act theories", Management Research Review, Vol. 46 No. 12, pp. 1783-1801. https://doi.org/10.1108/MRR-10-2022-0720
Publisher
:Emerald Publishing Limited
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