The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality : a multi-level analysis

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Ethical Leadership and Team Ethical Voice and Citizenship Behavior in the Military: The Roles of Team Moral Efficacy and Ethical Climate (2020, result): “In line with this view, several studies have provided evidence for the moderating role of various work climates in the relationship between leader behaviors and work outcomes (e.g., A. S. Y. Chen & Hou, 2016; Hui et al., 2007; Porter & McLaughlin, 2006; Tse et al., 2008; P. Wang & Rode, 2010).”
Transformational leadership and follower creativity: The moderating effects of identification with leader and organizational climate (2010, background): “Therefore, consistent with prior research (i.e. Hofmann et al., 2003; Hui et al., 2007; Sabine et al., 2005), this study conceptualizes that leadership of direct supervisors interacts with climate perception to predict employee behavior and, more specifically, innovative behavior.”
Task and person-focused leadership behaviors and team performance: A meta-analysis (2016, unknown): “…where the team members themselves are expected to perform person-focused behaviors towards their customers, team leaders need to empower, inspire, and serve as role models in order for their frontline subordinates to understand the process leading to the best possible service (Hui et al, 2007).”