How servant leadership and self-efficacy interact to affect service quality in the hospitality industry: A polynomial regression with response surface analysis

Qiu, Shaoping; Dooley, Larry M.; Xie, Lei

doi:10.1016/j.tourman.2019.104051

Cited by 120 publications

(125 citation statements)

References 63 publications

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“…Third, cognitive dissonance theory [55] proposes individuals' cognitive dissonance usually results from holding two or more conflicting perceptions simultaneously, leading to psychological stress. On the one hand, servant leaders display altruistic behaviors and provide emotional support to schoolteachers [56]. On the other hand, schoolteachers have to suffer from high level of hindrance stressors, such as administrative hassles, conflicting instructions, bureaucratic constraints, and unclear job tasks.…”

Section: Discussionmentioning

confidence: 99%

The Relationship between Challenge and Hindrance Stressors and Emotional Exhaustion: The Moderating Role of Perceived Servant Leadership

Qiu

Dooley

et al. 2019

IJERPH

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Schoolteachers worldwide are facing stressful work conditions with heavy responsibilities. Stress may contribute to psychological disorders and physical health issues. The purposes of this study were (1) to investigate whether both challenge and hindrance stressors are positively associated with emotional exhaustion among Chinese schoolteachers and (2) to examine whether perceived servant leadership moderates the effects of challenge and hindrance stressors on emotional exhaustion. This study was cross-sectional in nature. A sample of 2636 schoolteachers was elicited from schools in South China. Research data were collected in the fall semester of 2019 via WeChat®. Descriptive statistics and inter-correlations were conducted using SPSS 21. Confirmatory factor analysis was applied to test measurement models to determine convergent and discriminant validities using Mplus 7.4. Hierarchical multiple regression was performed to test proposed hypotheses using SPSS 21. The study results demonstrated that both challenge and hindrance stressors were positively related to emotional exhaustion among schoolteachers in Chinese schools. It was also indicated that, while perceived servant leadership buffers the relationship between challenge stressor and emotional exhaustion, it enhances the relationship between hindrance stressor and emotional exhaustion. Implications and limitations are also provided.

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Section: Discussionmentioning

confidence: 99%

The Relationship between Challenge and Hindrance Stressors and Emotional Exhaustion: The Moderating Role of Perceived Servant Leadership

Qiu

Dooley

et al. 2019

IJERPH

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“…Servant leadership is mainly manifested by humility, empowerment, courage, forgiveness, and standing back [24]. Qiu, Dooley, and Xie [25] declared that servant leaders can show empathy and understanding to their followers and, therefore, reduce stress and mental health issues in the Chinese hospitality industry. Rivkin, Diestel, and Schmidt [26] conducted two studies using employees from a major bank and undergraduate students in Germany.…”

Section: Theoretical Framework and Hypothesesmentioning

confidence: 99%

Does Servant Leadership Moderate the Relationship between Job Stress and Physical Health?

et al. 2020

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High school teachers experience high levels of job stress, which could lead to serious health problems. This study focused on Chinese high school teachers, as they have to manage negative stress and health issues. The research aimed to: (1) investigate the relationship between hindrance job stress, depersonalization, and physical health; (2) investigate if servant leadership, in fact moderates the relationship between hindrance job stress and depersonalization, as well as physical health. The study desisgn was cross-sectional and data analyses were conducted by using SPSS 21 and Mplus 7. The sample consisted of 857 high school teachers across Southern China. The results showed that hindrance stress is related to depersonalization among high school teachers (β = 0.63, p < 0.01). Both hindrance job stress (β = 0.32, p < 0.01) and depersonalization (β = 0.16, p < 0.01) are positively related to physical health. In addition, servant leadership moderates the relationship between hindrance job stress and physical health among the Chinese high school teachers (β = −0.09, p < 0.01). However, the results did not find that the effect of hindrance job stress on depersonalization is moderated by servant leadership (β = 0.02, p = 0.53). It is suggested that Chinese high schools recruit and train leaders in servant leadership, relieve teachers’ stress, and promote their health to ensure the sustainable development of schools.

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“…Consistent with this conceptualization, we, in the following two independent studies, use the same measures to assess servant leadership in the service organizations (see the measurement section below). As servant leadership highlights the serviceoriented activities in the workplace [3], scholars have continuously suggested that servant leadership plays a critically important role in managerial activities in the service industry [3,27]. Specifically, servant leadership theory postulates that servant leaders prioritize people more than production [28], which can help service employees relieve their stress and negative emotion during working hours By focusing on whether and how servant leadership contributes to employees' COB, we aim to make several contributions to the literature.…”

Section: Research Background and Theoretical Discussionmentioning

confidence: 99%

How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model

Yuan

Cai

Gao

et al. 2020

IJERPH

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Although servant leadership has been acknowledged as an important predictor of employees’ behavioral outcomes in the service industry, there is still no cohesive understanding of the positive association between servant leadership and employees’ customer-oriented behavior (COB). This research, drawing on cognitive affective processing system theory (CAPS), empirically investigates the influence of servant leadership on employees’ COB by exploring two mediators (i.e., organizational identification and vitality). We conducted two studies in China, using a cross-sectional design to survey employees in service-oriented technical organizations (Study 1) and a time-lagged design to survey hospitality employees with frontline service jobs in star-level hotels (Study 2). Across both samples, we found that servant leadership enhanced employees’ COB by simultaneously increasing their organizational identification and vitality. We discuss the implications of these results for future research and practice.

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How servant leadership and self-efficacy interact to affect service quality in the hospitality industry: A polynomial regression with response surface analysis

Cited by 120 publications

References 63 publications

The Relationship between Challenge and Hindrance Stressors and Emotional Exhaustion: The Moderating Role of Perceived Servant Leadership

The Relationship between Challenge and Hindrance Stressors and Emotional Exhaustion: The Moderating Role of Perceived Servant Leadership

Does Servant Leadership Moderate the Relationship between Job Stress and Physical Health?

How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model

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