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How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance.
J Appl Psychol. 2015 Mar; 100(2):511-21.JA

Abstract

Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance.

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Publisher Full Text (DOI)

Authors+Show Affiliations

Chen Z
Department of Management and Organizations, Business School, University of Western Australia.
Zhu J
Department of Management, School of Business and Management.
Zhou M
Department of Business Administration, School of Management, Harbin Institute of Technology at Shenzhen.

MeSH

AdultBeauty CultureFemaleHumansLeadershipMaleSocial IdentificationWork Performance

Pub Type(s)

Journal Article
Research Support, Non-U.S. Gov't

Language

eng

PubMed ID

25314366

Citation

Chen, Zhijun, et al. "How Does a Servant Leader Fuel the Service Fire? a Multilevel Model of Servant Leadership, Individual Self Identity, Group Competition Climate, and Customer Service Performance." The Journal of Applied Psychology, vol. 100, no. 2, 2015, pp. 511-21.
Chen Z, Zhu J, Zhou M. How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. J Appl Psychol. 2015;100(2):511-21.
Chen, Z., Zhu, J., & Zhou, M. (2015). How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. The Journal of Applied Psychology, 100(2), 511-21. https://doi.org/10.1037/a0038036
Chen Z, Zhu J, Zhou M. How Does a Servant Leader Fuel the Service Fire? a Multilevel Model of Servant Leadership, Individual Self Identity, Group Competition Climate, and Customer Service Performance. J Appl Psychol. 2015;100(2):511-21. PubMed PMID: 25314366.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. AU - Chen,Zhijun, AU - Zhu,Jing, AU - Zhou,Mingjian, Y1 - 2014/10/13/ PY - 2014/10/15/entrez PY - 2014/10/15/pubmed PY - 2016/12/15/medline SP - 511 EP - 21 JF - The Journal of applied psychology JO - J Appl Psychol VL - 100 IS - 2 N2 - Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. SN - 1939-1854 UR - https://www.unboundmedicine.com/medline/citation/25314366/How_does_a_servant_leader_fuel_the_service_fire_A_multilevel_model_of_servant_leadership_individual_self_identity_group_competition_climate_and_customer_service_performance_ DB - PRIME DP - Unbound Medicine ER -