| In recent years, auto productions and sales of China have reached new highs, howevercompared with the rapid development of the automotive industry, automobile service quality doesnot make consumers satisfy in China. How to improve the automobile service quality has becomethe important issue of the domestic research. Psychological empowerment and Leader-MemberExchange belong to the important variables of service quality study, which have an importantimpact on the service quality. However, there are fewer researches about how Leadership-MemberExchange and psychological empowerment affect auto after-sales service quality. Therefore, theresearch on how LMX and psychological empowerment impact on the quality of automotiveservice has important theoretical and practical significance. This study investigates the mediationeffects of psychological empowerment on the relationship between Leader-member Exchange andAfter-sales service quality.In this paper, boundary employees and customers from automobile repair stores weresurveyed. First, the connotation, dimension and influence of LMX, psychological empowermentand service quality are summarized through the comprehensive analysis of the related literature athome and abroad material; Second, the theoretical model and the research hypothesis are putforward on the basis of the current researches; then, demonstrate these research hypothesisthrough further questionnaire survey and statistical analysis method, such as correlation analysis,regression analysis and structural equation model analysis; Finally, focus on the analysis ofmediating role of psychological empowerment in the relationship LMX and the quality ofautomotive service. The conclusions of the research have important academic value: First, thescales of LMX, psychological empowerment and service quality have been optimized; Secondly,innovate the research perspective for the automotive after-sales service quality, with the use ofdata integration of internal staff and external customer; Finally, verify the mechanism of LMX inautomotive service industry. At the same time, the conclusions of this research provide referenceto improve the service quality in China.The main conclusions of this study are:(1) LMX is positively associated with the servicequality.(2) Psychological empowerment is positively associated with the service quality.(3) LMXis positively associated with the psychological empowerment.(4) Psychological empowermentmediates the relationships between LMX and the service quality. |
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