A Parallel Mediator Model to Explain the Organizational Performance Oriented to the Quality of Life of People with Intellectual Disabilities: The Employees and Family Members Perspectives

Yolanda Estreder (), Maimoona Wasif Sadi (), Vicente Martínez-Tur (), Salvatore Zappalà () and Carolina Moliner ()
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Yolanda Estreder: University of Valencia
Maimoona Wasif Sadi: University of Valencia
Vicente Martínez-Tur: University of Valencia
Salvatore Zappalà: University of Bologna
Carolina Moliner: University of Valencia

Applied Research in Quality of Life, 2025, vol. 20, issue 1, No 6, 131 pages

Abstract: Abstract This research examines whether employees’ perceptions of service climate are related to organizational performance oriented toward improving the quality of life (QoL) of people with intellectual disability (ID) through the mediation of service quality perceived by family members. The research was conducted in 252 centers for people with ID in Spain. Employees (N = 2.021) reported on service climate. Family members (N = 2.267) reported on service quality and organizational performance oriented toward improving QoL. We used an overall measure of service climate. Service quality was composed of two dimensions: functional (efficiency in the delivery of the core service) and relational (quality of the social interaction between employees and service users beyond the core service) service quality. Organizational performance oriented toward QoL was composed of four dimensions: overall QoL; self-determination; social inclusion; and defense of rights of people with ID. Results supported full mediation, with functional and relational service quality mediating the relationship between service climate and performance oriented toward improving QoL. Implications for research and organizations are also discussed.

Keywords: Service climate; Service quality; Organizational performance oriented toward improving quality of life; People with intellectual disabilities (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11482-024-10389-8

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