n Management Dynamics : Journal of the Southern African Institute for Management Scientists - The relationships between job enrichment, job satisfaction and service quality : an exploratory study in the retail industry of South Africa

Volume 12, Issue 2
  • ISSN : 1019-567X



This study hypothesises that statistically significant relationships exist between job enrichment characteristics, job satisfaction, and service quality in the retail industry of South Africa. Theoretical and empirical evidence indicates that, to achieve continuous competitive advantage through superior levels of service quality, service organisations need to ensure front-line employee job satisfaction. This, in turn, is achieved through the enrichment and empowerment of front-line employee work tasks. The sample consisted of forty-nine front-line and management staff. They were selected by the non-probability sampling method from two Eastern Cape supermarkets. A 39-item questionnaire with four sections eliciting biographical, job enrichment, job satisfaction, and service quality information was administered to these individuals. The results revealed significant positive relationships between both job enrichment characteristics and job satisfaction, as well as between job satisfaction and service quality, as proposed by the study.

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