TY - JOUR
T1 - The Impact of Servant Leadership on Hotel Employees' "Servant Behavior"
AU - Wu, Long Zeng
AU - Tse, Eliza Ching Yick
AU - Fu, Pingping
AU - Kwan, Ho Kwong
AU - Liu, Jun
N1 - Funding Information:
The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This work was supported by the National Natural Science Foundation of China (Grant 71202001) and a “Chen Guang” project (Grant 12CG44) supported by Shanghai Municipal Education Commission and Shanghai Education Development Foundation, and two research grants from the Shanghai University of Finance and Economics (Grant 2012110725).
PY - 2013/11
Y1 - 2013/11
N2 - 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.
AB - 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.
KW - customer-oriented OCB
KW - favorable treatment
KW - hospitality industry
KW - leader-member exchange (LMX)
KW - sensitivity to others'
KW - servant leadership
UR - http://www.scopus.com/inward/record.url?scp=84886433706&partnerID=8YFLogxK
U2 - 10.1177/1938965513482519
DO - 10.1177/1938965513482519
M3 - Article
AN - SCOPUS:84886433706
SN - 1938-9655
VL - 54
SP - 383
EP - 395
JO - Cornell Hospitality Quarterly
JF - Cornell Hospitality Quarterly
IS - 4
ER -