How Does a Servant Leader Fuel the Service Fire? A Multilevel Model of Servant Leadership, Individual Self Identity, Group Competition Climate, and Customer Service Performance

• 成果类型: Article
• 署名作者: Chen, Zhijun; Zhu, Jing; Zhou, Mingjian
• 署名单位: University of Western Australia; Hong Kong University of Science & Technology; Harbin Institute of Technology
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0038036
• 发表日期: 2015
• 页码: 511-521
• 关键词: servant leadership; transformational leadership; service performance; competition climate; social identity; multilevel

摘要

Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance.