期刊
TOURISM MANAGEMENT
卷 52, 期 -, 页码 341-368出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.tourman.2015.07.008
关键词
Servant leadership; Trickle-down model; Service climate; Service-oriented behavior; Service quality; Hospitality
资金
- National Natural Science Foundation of China [71102062, 71202081, 71402059, 71472075]
This study tests a trickle-down effect regarding how servant leadership flows from top-to middle-level leaders, resulting in frontline employees' service-oriented behaviors and service quality. Using multiple validations, we develop and test a measure of servant leadership at various levels in the hospitality industry. Drawing on data from 325 employee supervisor pairs of workgroups in 9 Chinese, star-level hotels, results from hierarchical linear modeling support the service profit chain theory and trickle-down model of leadership by demonstrating influence of top- and middle-level servant leadership on frontline employees. Cross-level moderation analysis suggests service climate moderates the effect on service-oriented behaviors, but in an inverse direction. (C) 2015 Elsevier Ltd. All rights reserved.
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