Job Involvement and Perceived Organizational Support Drive Service Performance

Organizations seek to increase the frequency of favourable job outcomes like employee performance among its employees. However, such outcomes basically, are an outcome in itself of several job attitudes like Involvement of employees and perceived organizational support. Job attitudes like these influence employee service performance thereby, enhancing service quality, image, profitability, etc, that actually form top priority for an organization. Job attitudes have been a well researched construct in the management literature. However, constructs like job involvement and perceived organizational support has received scant attention in the past. The current study would explore the influence of job attitudes like job involvement and perceived organizational support on service performance of employees.

The participatory organizations are from insurance and postal sectors, of service economy of Kashmir region, from the state of Jammu and Kashmir. The Survey method was used for data collection purposes, where in data was collected, through combination of structured questionnaires followed by interviews. The sample size of 250 respondents were selected representing middle management, frontline, lower level employees and customers. The data were analyzed using SPSS software package, where in technique like structural equation modelling is utilized to analyze and interpret the given data. The results revealed significant positive relationships between job involvement and service performance as well as between perceived organizational support and service performance.