ISSN E 2410-3500

Impact of Perceived Organizational Support (POS) on Service Quality under Social Exchange (SE)

Vol. 3, Issue 4, PP. 59-65, April 2016

Keywords: Perceived organizational support, knowledge skills and abilities, social exchange, services quality

Download PDF

This research, Impact of Perceived Organizational Support (POS) on Service Quality under Social Exchange (SE) focused on interrelationship between Perceived Organizational Support (POS), Social Exchange (SE) and their effect on Service Quality. Based on literature, model was developed that linked Perceived Organizational Support (POS), Social Exchange (SE) and Service Quality. Null hypothesis (H0) and alternative hypothesis (H1) were developed to be tested to understand the relationship.

Researcher collected data from customer services branches of cellular companies/ networks in Rahim Yar Khan District by using questionnaire. SPSS (V.19) was used to analyze the collected data.

First chapter of this research work is Introduction contains information about project as background, objective, research question, conceptual framework, hypotheses and significance of the study.

Second chapter is Literature Review that studies and review the literature of research on the subject.

Third chapter methodology deals with research design, population and sample for research, research tools and data collection.

The fourth chapter, findings and discussions includes major findings and interpretations.

The fifth chapter, conclusion consists of the research limitations

The sixth chapter, recommendations suggest various recommendations.

Seventh chapter, limitations consists of the research limitations.

M. Mansha Tahir


M. Mansha Tahir "Impact of Perceived Organizational Support (POS) on Service Quality under Soci Economics and Management Works Vol. 3 Issue 4 PP. 59-65 April 2016.

  1. Appelbaum, E., Bailey, T., Berg, P., & Kalleberg, A. (2000).   Manufacturing advantage: Why High performance work systems pay off. Cornell University Press, PO Box 6525, Ithaca, NY 14851-6525.
  2. Becker B.E. & Huselid, M.A. (1998). High performance work systems and firm performance:   A synthesis of research and managerial implications. In G.R Ferris (Eds.) Research in personnel and human resources management. (Vol.16, pp53- 101).Greenwich, CT: JAI Press.
  3. Blau, P. M. (1964). Exchange and Power in Social Life, New York: Wiley.
  4. Bowen, D. E., & Waldman, D. A., (1999). Customer-driven employee performance. D. A. Ilgen & E. D. Pulakos (Eds.), The changing nature of performance: 154-191.
  5. Cotterell, N. Eisenberger, R. & Speicher, H. (1992). Inhibiting effects of reciprocation wariness on interpersonal relationships. Journal Personality and Social Psychology, 62: 658-668.
  6. Cropanzano, R., & Mitchell, M.S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31: 874-900.
  7. Delery, J. E. & Doty D. H. (1996). Modes of Theorizing in Strategic Human Resource Management: Tests of Universalistic, Contingency and Configuration Performance Predictions. Academy of Management Journal, 39 (4): 802-835.
  8. Delery, J.E. & Shaw, J.D. (2001). The strategic management of people in work organizations: Review, synthesis and extension. In: G.R. Ferris (Ed.), Research in personnel and human resources management (Vol. 20, pp165-197).New York: JAI Press.
  9. Eisenberger, R., Huntington, R. Hutchison, S. & Sowa, D. (1986). Perceived Organizational Support. Journal of Applied Psychology, 71, 3: 500-507.
  10. Emerson, R. M., (1976). Social Exchange Theory. Annual Review of Sociology, 2: 335-362.
  11. Flynn, F. J. (2003). How much should I give and how often? The effects of generosity and frequency of favour of exchange on social status and productivity. Academy of Management Journal, 46: 539- 553.
  12. Goldner, A. W. (1960). The norm of reciprocity. American Sociological Review, 25: 161-178.
  13. Gronroos C., (1982). Strategic Management and Marketing in the Service Sector. Helsingfors: Swedish School of Economic and Business Administration.
  14. Holmes, J. G., (1981). The exchange process in close relationships: Microbehaviour and Micromotives. In M. J. Learner and S. C. Lerner (Ed.), The justice motive in social behaviour: 261-284. New York: Plenum.
  15. Homans, G. C., (1958). Social behaviour as exchange. American Journal of Sociology, 63: 597-606.
  16. Konovsky, M. A., & Pugh, S. D. (1994). Citizenship behaviour and social exchange. Academy Of Management, 37: 656-669.
  17. Levinson, H. (1965). Reciprocation: The relationship between man and organization. Administrative Science Quarterly, 9, 370390.
  18. Lewis, R., & Booms, B. H., (1983). The marketing aspects of service quality. In Emerging Perspectives of Services Marketing, edited by Berry, L. L., Shostack, G. L. & Upah G. Chicago, IL: American Marketing Association, (pp. 99-107).
  19. Liao, H. & Chuang A. (2004). A Multilevel Investigation of Factors Influencing Employee Service Performance and Customer Outcomes. Academy of Management Journal, 47 (1): 41-58.
  20. Liao, H., Toya, K., Lepak, D. P., & Hong, Y., (2009). Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology, 97: 371-391.
  21. Liden, R. C., Sparrowe, R. T., & Wayne, S. J., (1997). Leader-member exchange theory: The past and potential for the future. In G. R. Ferris (Ed.), Research in personnel human resources management, Vol. 15: 47-119: Greenwich, CT: JAI.
  22. MacDuffie, J. P. (1995). Human resource bundles and manufacturing performance: Organizational logic and flexible production systems in the world auto industry. Industrial and Labour Relations Review, 48: 197-221.
  23. Malinowski, Bronislaw (1922). Argonauts of the western Pacific; an account of native enterprise and adventure in the Archipelagoes of Melanesian New Guinea.
  24. Moorman, R. H., Blakely, M., & Niehoff, B. P., (1998). Does perceived organizational support Mediate the relationship between procedural justice and organizational Citizenship behaviour? Academy of Management Journal, 41: 351-357.
  25. Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1988). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49: 41-50.
  26. Rhoades, L. & Eisenberger, R., (2002). Perceived organizational support: A review of the Literature. Journal of Applied Psychology, 87(4): 698-714.
  27. Rousseau, D.M. (1995). Psychological contracts in organizations: Understanding written and unwritten agreements. Newbury Park CA: Sage. Settoon, R. P. Bennett, N. & Liden, R. C. (1996). Social exchange in organizations: Perceived organizational support, leader-member exchange, and employee reciprocity. Journal of Applied Psychology, 81: 219-227.
  28. Sahlins, R. P., (1972). Stone Age economics. New York : Aldin.
  29. Shore, L. M., Tetrick, L. E., Lynch P., & Barksdale K., (2006). Social and Economic Exchange: Construct Development and Validation. Journal of Applied Social Psychology, 36: 837-867.
  30. Shore, L. M., Tetrick, L. E., & Barksdale K., (1999). Measuement of transactional and exchange relationships. Paper presented at the annual meeting of the Society for Industrial and Organizational Psychology, Atlanta, GA.
  31. Shore, L. M., & Wayne, S. J. (1993). Commitment and employee behaviour: Comparison of Affective commitment and continuance commitment with perceived organizational support. Journal of Applied Psychology, 78: 774-780
  32. Sun, L. Y., Aryee, S., & Law, K. S., (2007). High-performance human resource practices, citizenship behaviour, and organizational performance: A relational perspective. Academy of Management Journal, 50: 558-577.
  33. Wayne, S.J. Shore, L.M. Liden. R.C (1997). Perceived organizational support and leadermember exchange: A social exchange perspective. Academy of Management Journal, 40: 82-111.
  34. Wayne, S. J., Shore L. M. Bommer, W.H. & Tetrick L. E. (2002). The role of fair treatments and rewards in perceptions of organizational support and leader-member exchange. Journal of Applied Psychology, 87: 590-598.