仆人式领导
鉴定(生物学)
业务
独创性
服务(商务)
营销
透视图(图形)
款待
价值(数学)
心理学
公共关系
交易型领导
社会心理学
政治学
计算机科学
旅游
植物
人工智能
机器学习
创造力
法学
生物
作者
Di Cai,Haiyue Wang,Li Yao,Mingyu Li,Chenghao Men
出处
期刊:Leadership & organization development journal
[Emerald (MCB UP)]
日期:2022-05-30
卷期号:43 (5): 705-718
被引量:5
标识
DOI:10.1108/lodj-10-2021-0450
摘要
Purpose Customer service is crucial for organizations' survival and competitiveness in the hospitality industry. The purpose of this study is to examine how and when servant leadership affects extra-role customer service. Design/methodology/approach The hypotheses were tested with a sample of 302 employees from a passenger transport company in China. Findings Results demonstrate that servant leadership was positively related to extra-role customer service and that this relation was mediated by relational identification. In addition, the mediating effect of relational identification in the relation between servant leadership and extra-role customer service was contingent on prosocial motivation. Originality/value The study is the first to explore the relation between servant leadership and extra-role customer service from the perspective of relational identification and the moderating role of prosocial motivation.
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