A Conceptual Framework of Perceived Organizational Support and Employee Motivation in the Retail Sector: The Mediating Roles of Job Satisfaction and Affective Commitment and the Moderating Role of Leadership Support

Fauziah Yusof and Nik Haslizawaty Abdul Halim and Nisrin Alyani Ishak and Nurul Nabila Rasul (2025) A Conceptual Framework of Perceived Organizational Support and Employee Motivation in the Retail Sector: The Mediating Roles of Job Satisfaction and Affective Commitment and the Moderating Role of Leadership Support. Internaational Journal of Business and Technology Management, 7 (10). pp. 396-412. ISSN 2682-7646

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Abstract

Frontline personnel shape customer experience and public perception in the retail industry, making their motivation vital for organizational success. However, retail work environments are typically characterized by high workloads, emotional labour, long and unpredictable hours, and continuous customer interaction conditions that erode employees’ dedication and enthusiasm. Perceived Organizational Support (POS), defined as employees’ belief that the organization values their contributions and cares for their well-being, has emerged as a crucial motivational resource. Yet prior research often treats the POS motivation relationship too simplistically, overlooking the psychological mechanisms and contextual factors that strengthen or weaken this association. This conceptual paper addresses these gaps by presenting an integrated framework in which job satisfaction functions as a cognitive mediator, affective commitment as an emotional mediator, and leadership support as a contextual moderator. Grounded in Social Exchange Theory (SET), Herzberg’s Two-Factor Theory, and the Job Demands–Resources (JD-R) Model, the framework explains how organizational support fulfils intrinsic and extrinsic needs, enhances employee resources, and stimulates reciprocal motivation. The study advances theoretical understanding of employee motivation in demanding retail environments and offers practical insights for managers seeking to develop a committed and resilient retail workforce.

Item Type:	Article
Uncontrolled Keywords:	Affective commitment, employee motivation, job satisfaction, Perceived Organizational Support (POS), retail industry
Divisions:	Faculty of Business and Accountancy (FABA)
Depositing User:	LIBRARY2 UPTM
Date Deposited:	15 Sep 2026 07:49
Last Modified:	15 Sep 2026 07:49
URI:	http://eprints.uptm.edu.my/id/eprint/6167

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