Motivating language and employees’ need satisfaction to service quality: conservation of resources and speech act theories

Abstract

Purpose Drawing on conservation of resources (CoR) and speech act theories, the authors tested the relationship between managers’ motivating language (ML) and employee service quality and psychological relatedness and competence as mediating variables between their associations. Design/methodology/approach Using a convenient sampling technique, the authors collected 366 hotel employees’ opinions in Malaysia and analysed them in partial least squares-structural equation modelling. Findings Three forms of ML, psychological competence and relatedness correlate with employees’ service quality. Although direction-giving language is correlated with competence, empathetic and meaning-making language are not; thus, competence only mediates the relationship between direction-giving language and service quality. Three types (direction-giving, empathetic and meaning-making) of managers’ communication are correlated with relatedness; thus, relatedness mediates the association between the three types of language and service quality. Practical implications Hospitality managers are encouraged to enhance psychological relatedness and competence by practising an appropriate ML. Psychological relatedness and competence are significant mechanisms that enlighten the effects of supervisory communicant on service quality, indicating employees’ need satisfaction should be improved. Originality/value Our study contributes to speech act and CoR theories by explaining the relationship between ML, psychological relatedness, competence and service quality.