The link between impeded quality and employee loyalty: The case of managers of reception areas for travelers in France

Le lien entre la qualité empêchée (QE) et la fidélité des employés: le cas des gestionnaires d’aires d’accueil des gens du voyage (Gdv)

Serge Ndayirata (), Clément Desgourdes, Patricia Niglis and Ilda Ilse Ilama ()
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Serge Ndayirata: CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique
Clément Desgourdes: CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique
Patricia Niglis: CREGO - Centre de Recherche en Gestion des Organisations - Université de Haute-Alsace (UHA) - Université de Haute-Alsace (UHA) Mulhouse - Colmar - UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE] - UBE - Université Bourgogne Europe
Ilda Ilse Ilama: CREGO - Centre de Recherche en Gestion des Organisations - Université de Haute-Alsace (UHA) - Université de Haute-Alsace (UHA) Mulhouse - Colmar - UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE] - UBE - Université Bourgogne Europe

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Abstract: This article explores the impact of impeded quality on employee loyalty. To this end, a study was conducted within an association in the Centre-Val de Loire region, France, based on nineteen semi-structured interviews with managers-regulators of reception areas for travelers—"gens du voyages" (GDV). The results indicate a manifestation of organizational loyalty despite the presence of constraints that generate perceptions of impeded quality (IQ). The findings of this study indicate that this loyalty can be attributed to two primary factors. First, the perceived constraints are not directly attributable to the organization, thereby limiting their negative impact on employee loyalty. Second, the appreciation of their autonomy at work, the perceived organizational support, and their adherence to the association's values foster a sense of reciprocity, thereby strengthening the bond between employees and their organization. The findings underscore the pivotal function of social interactions in the development of organizational loyalty, particularly in scenarios where quality is constrained.

Keywords: Social exchange; Working conditions; Employee loyalty; Impeded quality; Echange social; Conditions de travail; Fidélité des employés; Qualité empêchée (search for similar items in EconPapers)
Date: 2025-03-21
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Published in Question(s) de Management, 2025, nº 53 (1), pp.89-104. ⟨10.3917/qdm.233.0089⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05347431

DOI: 10.3917/qdm.233.0089

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