Author(s): Sahar Mohd Abu Bakir
This study aimed to measure the moderating role of psychological empowerment in the impact of structural empowerment on services quality at 5 star hotels operating in Amman. 14 hotels out of 21 participated in the study. A random sample was selected, consisted of (126) employees from front line staff. The study relied on the questionnaire for collecting the required data and information. The analysis results revealed that there is a statistically significant impact of structural empowerment in terms of (information, resources, opportunity and support) on services quality. The findings the of moderation impact revealed that the psychological empowerment improved the impact of structural empowerment on the quality of hotels services. Based on the results it was recommended to enhance front line employees with sufficient resources, and to equip them with decision making process enablers to guarantee the provision of timely high quality services.