Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
7421842 | Tourism Management | 2016 | 28 Pages |
Abstract
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.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
Qian Ling, Meizhen Lin, Xiaoyi Wu,