The Role of Organizational Commitment, Job Involvement, Emotional Labor, and Organizational Climate of Human Resources in Providing Service Quality in Technology-Based Power Plant Projects

Background and Objective: The purpose of this study was to investigate the role of organizational commitment, job involvement, emotional labor, and organizational climate of human resources in the quality of power plant project services. Research Method: This descriptive-analytical research was conducted based on a questionnaire. The statistical population consisted of 183 specialists from MAPNA Company, of whom 125 were selected as samples by simple random method and based on the Cochran formula. The data collection tool was based on a modified standard questionnaire with a five-option Likert scale. The validity of the questionnaire was confirmed using content and construct validity and its reliability using Cronbach's alpha coefficient. SPSS 25 software was used to analyze the data, and the smart-PLS method was used to test the quality of the structural model. Findings: The findings showed that the organizational commitment variable (with a path coefficient of 0.195 and a t-statistic of 3.292) and the job involvement variable (with a path coefficient of 0.375 and a t-statistic of 6.075) have a direct and significant effect on service quality in the electrical installation company. Also, the job involvement variable mediates the effect of organizational commitment on service quality in the electrical installation company (significance of the mediating effect of 6.064), while the organizational climate variable moderates this effect (with a path coefficient of 0.396 and a t-statistic of 5.998). However, the moderating role of the emotional labor variable in the effect of job involvement on service quality in the electrical installation company was not confirmed. Conclusion: Since modern organizational behavior and organizational performance are facing increasing complexities, it cannot be expected that emotional labor will moderate the relationship between organizational commitment and service quality in every situation and in every statistical population.