仆人式领导
酒店业
情感(语言学)
款待
服务质量
心理学
回归分析
质量(理念)
服务(商务)
结构方程建模
自我效能感
业务
社会心理学
营销
应用心理学
领导风格
旅游
政治学
数学
统计
哲学
法学
认识论
沟通
作者
Shaoping Qiu,Larry M. Dooley,Lei Xie
标识
DOI:10.1016/j.tourman.2019.104051
摘要
This paper aimed to investigate how perceived servant leadership and employees' self-efficacy interact with each other to affect employees' service quality in the hospitality industry. We methodologically employed polynomial regression equation with response surface analysis. There were two studies in this paper. The data of the first study were obtained from front-line employees at a restaurant chain. A total of 673 employees provided valid data. The data of the second study were collected from front-line employees at five-star hotels. The sample consisted of 317 participants. Both studies yielded similar patterns and results. It was demonstrated that self-efficacy moderates the relationship between servant leadership and service quality, and employees' service quality was higher when both perceived level of servant leadership and self-efficacy were higher. The resulted also showed that the larger the difference between perceived level of servant leadership and self-efficacy, the higher employees' service quality.
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