A conceptual framework of employees’ perceived organisational support on student loyalty

Samuel Koomson

IIM Ranchi Journal of Management Studies, 2022, vol. 1, issue 2, 209-221

Abstract: Purpose - This article examines the direct influence of employee’s perceived organisational support (POS) on student loyalty (LOY), exploring the indirect roles of total quality management (TQM) and information communication technology adoption (ADT) and moderating roles of government support (GOS) and co-worker support (COS). Design/methodology/approach - The article constructs a research model along with postulations by combining both empirical and theoretical literature in multidisciplinary fields. Findings - This paper proposes that POS will be positively related to LOY, and this positive relationship will be positively mediated by TQM and ADT jointly and independently. Additionally, GOS and COS will positively moderate between POS and LOY. Research limitations/implications - This article offers suggestions for both academics and specialists in higher educational institutions for achieving LOY by applying POS, TQM and ADT as strategic tools. It also highpoints the crucial role of GOS and support from co-workers in achieving LOY. This paper lays the foundation for upcoming scholars to test this research model, empirically, in different higher educational institutions contexts worldwide. Practical implications - By valuing contributions, caring about well-being and fulfilling the socio-emotional needs of employees, higher educational institutions stand the chance of achieving LOY via TQM and ADT. Additionally, POS can foster LOY under massive GOS and COS. Originality/value - The article provides unique understandings into how TQM and ADT connect POS to LOY and how POS relates to LOY under varied levels of GOS and COS. It also highlights the theoretical contributions of the underpinning theories.

Keywords: Employer–employee relations; Support; Quality management; Customer loyalty; Information technology (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:eme:irjmsp:irjms-01-2022-0003

DOI: 10.1108/IRJMS-01-2022-0003

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