The Impact of Servant Leadership on Hotel Employees’ “Servant Behavior”
The Impact of Servant Leadership on Hotel Employees’ “Servant Behavior”
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DOI：
10.1177/1938965513482519
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发表时间：
2013-04
影响因子：
3.5
通讯作者：
Long-Zeng Wu;E. Tse;P. Fu;H. Kwan;Jun Liu
中科院分区：
文献类型：
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作者：
Long-Zeng Wu;E. Tse;P. Fu;H. Kwan;Jun Liu
本研究通过关注领导 - 成员交换（LMX）的中介作用以及追随者对他人优待的敏感性的调节作用，检验了服务型领导与酒店员工的顾客导向组织公民行为（OCB）之间的联系。利用来自中国19家酒店的304对主管 - 下属的时间滞后数据，我们发现服务型领导对顾客导向的OCB产生积极影响，且这种影响是通过LMX中介的。此外，调节路径分析表明，员工对他人优待的敏感性增强了服务型领导对LMX的直接影响及其对顾客导向的OCB的间接影响。本研究扩展了服务型领导研究的范围，并为服务型领导在酒店业中具有重要性的观点提供了证据。该研究还通过纵向设计强化的研究结果证明了LMX对管理者与员工之间关系的重要性。
This study examined the link between servant leadership and hotel employees’ customer-oriented organizational citizenship behavior (OCB) by focusing on the mediating role of leader–member exchange (LMX) and the moderating role of followers’ sensitivity to others’ favorable treatment. Using time-lagged data from 304 supervisor–follower pairs in nineteen hotels in China, we found that servant leadership positively influenced customer-oriented OCB, and this influence was mediated by LMX. In addition, moderated path analysis indicated that employees’ sensitivity to others’ favorable treatment strengthened the direct effect of servant leadership on LMX and its indirect effect on customer-oriented OCB. This study extends the scope of servant leadership research and provides evidence for arguments that servant leadership matters in the hospitality industry. The study also demonstrates the importance of LMX to the relationship between managers and employees, through findings that are strengthened by a longitudinal design.