Relation between Job Involvement and Service Quality

Job involvement is the internalization of values about the work or the importance of work according to the individual. Job involvement may appraise the ease with which a person can be further socialized by an organization.The construct of job involvement is somewhat similar to organizational commitment in that they are both concerned with an employee’s identification with the work experience. However the constructs differ in that job involvement is more closely associated with identification with one’s immediate work activities whereas organizational commitment refers to one’s attachment to the organization. Employees with high levels of job involvement are considered as an important asset to an organization and motivated and committed employees are more productive and higher productivity usually results in higher profits. Studies show job involvement could lead to better service quality. Service qualityfocus on meeting the customers’ needs and requirements, and how well the service delivered matches the customers’ expectations of it. The re-emergence of interest in employee involvement in the managerial literature was premised on the increasing importance of product and service quality in an increasingly competitive environment and failure of involvement leads to employees being dissatisfied and unwilling to summon the effort needed to provide a higher standard of service quality to customers.The study shows that employee involvement can support employers’ objectives to raise levels of work performance and can also enhance the qual ity of employees’ lives at work. Employee involvement is a critical element of work quality, both in itself and for other key dimensions of work quality such as physical working conditions and work intensity.