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How Servant Leadership Leads to Employees' Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model.
Int J Environ Res Public Health. 2020 03 29; 17(7)IJ

Abstract

Although servant leadership has been acknowledged as an important predictor of employees' behavioral outcomes in the service industry, there is still no cohesive understanding of the positive association between servant leadership and employees' customer-oriented behavior (COB). This research, drawing on cognitive affective processing system theory (CAPS), empirically investigates the influence of servant leadership on employees' COB by exploring two mediators (i.e., organizational identification and vitality). We conducted two studies in China, using a cross-sectional design to survey employees in service-oriented technical organizations (Study 1) and a time-lagged design to survey hospitality employees with frontline service jobs in star-level hotels (Study 2). Across both samples, we found that servant leadership enhanced employees' COB by simultaneously increasing their organizational identification and vitality. We discuss the implications of these results for future research and practice.

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Authors+Show Affiliations

Yuan M
School of Tourism and Events, Hefei University, Hefei 230061, China.
Cai W
School of Public Affairs, University of Science and Technology of China, Hefei 230026, China. Department of Management & Organization, Vrije Universiteit Amsterdam, 1081HV Amsterdam, The Netherlands.
Gao X
School of Public Affairs, University of Science and Technology of China, Hefei 230026, China.
Fu J
Management School, Hainan University, Haikou 570228, China.

MeSH

ChinaCross-Sectional StudiesFemaleHumansLeadershipMaleOrganizational Culture

Pub Type(s)

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

Language

eng

PubMed ID

32235337

Citation

Yuan, Mengru, et al. "How Servant Leadership Leads to Employees' Customer-Oriented Behavior in the Service Industry? a Dual-Mechanism Model." International Journal of Environmental Research and Public Health, vol. 17, no. 7, 2020.
Yuan M, Cai W, Gao X, et al. How Servant Leadership Leads to Employees' Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model. Int J Environ Res Public Health. 2020;17(7).
Yuan, M., Cai, W., Gao, X., & Fu, J. (2020). How Servant Leadership Leads to Employees' Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model. International Journal of Environmental Research and Public Health, 17(7). https://doi.org/10.3390/ijerph17072296
Yuan M, et al. How Servant Leadership Leads to Employees' Customer-Oriented Behavior in the Service Industry? a Dual-Mechanism Model. Int J Environ Res Public Health. 2020 03 29;17(7) PubMed PMID: 32235337.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - How Servant Leadership Leads to Employees' Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model. AU - Yuan,Mengru, AU - Cai,Wenjing, AU - Gao,Xiaopei, AU - Fu,Jingtao, Y1 - 2020/03/29/ PY - 2020/03/03/received PY - 2020/03/21/revised PY - 2020/03/25/accepted PY - 2020/4/3/entrez PY - 2020/4/3/pubmed PY - 2020/10/28/medline KW - customer-oriented behavior KW - dual-mechanism KW - organizational identification KW - servant leadership KW - vitality JF - International journal of environmental research and public health JO - Int J Environ Res Public Health VL - 17 IS - 7 N2 - Although servant leadership has been acknowledged as an important predictor of employees' behavioral outcomes in the service industry, there is still no cohesive understanding of the positive association between servant leadership and employees' customer-oriented behavior (COB). This research, drawing on cognitive affective processing system theory (CAPS), empirically investigates the influence of servant leadership on employees' COB by exploring two mediators (i.e., organizational identification and vitality). We conducted two studies in China, using a cross-sectional design to survey employees in service-oriented technical organizations (Study 1) and a time-lagged design to survey hospitality employees with frontline service jobs in star-level hotels (Study 2). Across both samples, we found that servant leadership enhanced employees' COB by simultaneously increasing their organizational identification and vitality. We discuss the implications of these results for future research and practice. SN - 1660-4601 UR - https://www.unboundmedicine.com/medline/citation/32235337/How_Servant_Leadership_Leads_to_Employees'_Customer_Oriented_Behavior_in_the_Service_Industry_A_Dual_Mechanism_Model_ DB - PRIME DP - Unbound Medicine ER -