Expression of Leaders ‘Spiritual Intelligence in a Context of Organizations’ Services Quality: A Theoretical Approach

Abstract

The paper presents a summarised theoretical background on leaders' spiritual intelligence (SI) and the service quality of organization research. SI is the new secular scientific paradigm of spirituality, which addresses fundamental challenges currently faced by businesses, influences all areas of life and provides individuals with the capability of sustainable performance at extraordinary levels. The links between SI and the service quality of organization is explained by the formed the conceptual interaction model which could help to emerge new possibilities for future theoretical and empirical research.

Links between the Spiritual Intelligence of the Leader and an Organization’s Service Quality: a Theoretical Approach

“…The globalization, dynamically changing world, and the rising complexity of life form a changing environment that demands comprehensive flexibility and abilities to adapt on the individual level as well as on the organizational level. Such context results in the limitation of traditional, rational organization management styles and causes organizations to seek for new methods of revealing synergy between the rational and the spiritual dimensions (Silingiene & Skeriene, 2014). The origins of spirituality, as a powerful force influencing management and organizational aspects could be found in the longer evolution of organizational and management thought (Neal et al, 1999;Zhurayleva-Todarello & More, 2009).…”

“…Spirituality-based leadership is presented as a perspective (Pruzan, 2011) and as one of the most important future management incentives (Neal et al, 1999). For this reason, spiritual intelligence (further -SI) as the basis of an organization is proposed when forming organizational identity, assuming organizational individuality and essence, and understanding the actual basis of the existence and development of organizational processes (Silingiene & Skeriene, 2014).…”

“…These insights provide a possibility for associating SI with new micro-organizational processes as well as with an organization"s service quality. The importance of SI for an organization"s service quality discloses that customer satisfaction and perceptions of the service quality are significantly influenced by the behavior and attitudes of the service organization"s employees -especially the leaders (Silingiene & Skeriene, 2014).…”

“…Despite the interdependence of spiritual intelligence of the leader and an organization"s service quality, the analysis of scientific literature showed that to date these two concepts have usually been analyzed separately (Silingiene & Skeriene, 2014). The research of SI has a wide spectrum of interests: the concept and theoretical models of spiritual intelligence (Emmons, 2000;Vaughan, 2002;Hyde, 2004;Zohar & Marshall, 2006;King, 2008King, , 2010Amram & Dryer, 2008;Hildebrant, 2011;Giles, 2012) in a specific context (Ronel, 2008;Mamim, 2008;Mengel, 2012;), trying to establish some links (Karakas, 2008;Green & Noble, 2010;Amrai et al, 2011;Mohammadyari, 2012;Drakulevski & Taneva-Veshoska, 2014), and in the context of leadership (Fry, 2003;Reave, 2005;Covan, 2005;Burke, 2006;Barvydiene & Katiliene, 2009;Howard & White, 2009;Amram et al, 2010;Katiliene & Bakanauskiene, 2012;Sweeney & Fry, 2012, Fry & Wigglesworth, 2013.…”

“…This research provides some answers in different areas concerning the influence of SI on leadership and the influence of leadership on service quality of an organization. As the leader becomes the connecting factor between SI and service quality (Silingiene & Skeriene, 2014), additional questions arise, requiring new research. The lack of research with regard to the influence of spiritual intelligence of the leader and an organization"s service quality enables for the formulation of the problem: what is the manifestation of the links between the spiritual intelligence of the leader and an organization"s service quality?…”