Servant leadership and proactive customer service performance

By Yijiao Ye, Yijing Lyu, Yanzhen He. International Journal of Contemporary Hospitality Management, 2019

126 citations recorded by the source corpus.

Purpose The purpose of this study is to investigate the influence of servant leadership on hospitality employees’ proactive customer service performance (PCSP) by focusing on the sequential mediating roles of harmonious passion and customer orientation and the moderating role of others’ approval of contingent self-esteem. Design/methodology/approach This study uses structural equation modeling with the four-wave data collected from eight Chinese hotels. Findings This study finds that servant leadership can promote hospitality employees’ PCSP by sequentially boosting their harmonious passion for work and customer orientation. Moreover, others’ approval of contingent self-esteem strengthens servant leadership’s effect on harmonious passion for work. Originality/value First, this study extends the servant leadership research by extending its outcome to hospitality employees’ PCSP. Second, this study enriches the understanding of the mediating mechanism between servant leadership and PCSP. Third, this study advances the research on servant leadership by identifying the moderating effect of employees’ others’ approval of contingent self-esteem between servant leadership and harmonious passion.

Subfields: Demography, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/096513e92cf961ad194a1e08100c789493451e5a

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Demography

1. M. Aboramadan
2. C. Farao
3. Y. Kundi
4. Khalid Abed Dahleez

In Organizational Behavior and Human Resource Management

1. M. Aboramadan
2. C. Farao
3. Y. Kundi
4. M. Turkmenoglu
5. Berat Çiçek
6. Khalid Abed Dahleez

Citations in the corpus

• Examining the effects of environmentally-specific servant leadership on green work outcomes among hotel employees: the mediating role of climate for green creativity (2021, methodology): “These results indicate that servant leaders behave as organizational stimulus (Ye et al., 2019) due to the ample resources they provide to their employees (Ehrhart, 2004).”
• Narcissistic leadership and behavioral cynicism in the hotel industry: the role of employee silence and negative workplace gossiping (2020, background): “Although positive leadership styles such a servant leadership (Chon and Zoltan, 2019; Elche et al., 2020; Nazarian et al., 2020; Ye et al., 2019), empowering leadership (Hassi, 2019), authentic leadership (Kaya and Karatepe, 2020; Wang and Xie, 2020) and ethical leadership (Dimitriou and Schwepker,…”