Supportive Organizational Culture Of Communities Of Practice And Their Impact On Service Quality: Field Study In Hotels Biskra (algeria)

Abstract

This study aims to determine the impact of supportive organizational culture and communities of practice on Biskra (Algeria) hotels’ service quality. Supportive organizational culture was measured through its dimensions (communities of practices members motivation, management support, and knowledge culture); communities of practices was measured through (communities of practice activities and communities of practices identity); and the (SERVQAUL model) was adopted to measure a service quality. A sample of 109 employees within fifteen of twenty-two Hotels in Biskra city was used. Data were analyzed using AMOS 21.0 to determine the direct and indirect effect among study variables. This study confirms that supportive organizational culture has a positive direct effect on hotels’ service quality and communities of practice, and the indirect effect on hotels’ service quality. In turn, communities of practice have a positive direct effect on hotels’ service quality. The study recommendations are also proposed.