The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels
The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels
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DOI：
10.1016/j.tourman.2015.07.008
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发表时间：
2016-02
影响因子：
12.7
通讯作者：
Qian Ling;Meizhen Lin;Xiaoyi Wu
中科院分区：
文献类型：
--
作者：
Qian Ling;Meizhen Lin;Xiaoyi Wu
本研究检验了服务型领导如何从高层领导流向中层领导，进而影响一线员工的服务型行为和服务质量的涓滴效应。通过多重验证，我们在酒店行业的各个层面开发和测试了仆人领导力的衡量标准。通过对国内9家星级酒店325对员工-主管工作组的数据分析，层次线性模型的结果支持了服务利润链理论和领导力涓滴模型，展示了中高层服务型领导对一线员工的影响。跨层调节分析表明，服务气候调节了对面向服务的行为的影响，但方向相反。
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.