1. How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model
- Author
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Jingtao Fu, Mengru Yuan, Wenjing Cai, Xiaopei Gao, Management and Organisation, and VU Faculty Research
- Subjects
Male ,China ,dual-mechanism ,Customer-oriented behavior ,Organizational identification ,Health, Toxicology and Mutagenesis ,Servant leadership ,lcsh:Medicine ,Vitality ,Dual mechanism ,Article ,vitality ,Hospitality ,0502 economics and business ,Humans ,Tertiary sector of the economy ,customer-oriented behavior ,organizational identification ,Service (business) ,servant leadership ,business.industry ,lcsh:R ,05 social sciences ,Dual-mechanism ,Public Health, Environmental and Occupational Health ,Cognition ,Public relations ,Organizational Culture ,Leadership ,Cross-Sectional Studies ,050211 marketing ,Female ,business ,Psychology ,050203 business & management - Abstract
Although servant leadership has been acknowledged as an important predictor of employees&rsquo, behavioral outcomes in the service industry, there is still no cohesive understanding of the positive association between servant leadership and employees&rsquo, customer-oriented behavior (COB). This research, drawing on cognitive affective processing system theory (CAPS), empirically investigates the influence of servant leadership on employees&rsquo, 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&rsquo, COB by simultaneously increasing their organizational identification and vitality. We discuss the implications of these results for future research and practice.
- Published
- 2020
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