How Servant Leadership Influence Employee Service Quality of Fitness Centers During COVID-19: The Interacting Effects of Self-Efficacy

Abstract

Purpose Drawing on conservation of resource theory, social cognitive theory and person-environment fit theory, this study aims to investigate the impact of servant leadership and self-efficacy on service quality in fitness centers. Patients and Methods Cross-sectional data came from 771 employees of fitness center. All participants completed the perceived servant leadership scale, self-efficacy scale and service quality scale. The polynomial regression and response surface analysis techniques were used to investigate the mediating influence and boundary conditions of self-efficacy. Results Self-efficacy acts as a mediator between servant leadership and employee service quality, with servant leadership having a positive, substantial impact on both. Meanwhile, regarding the relationship, the level of service quality is inversely correlated with the degree to which servant leadership and employee self-efficacy are aligned. The smaller the degree of alignment, the lower the level of employee service quality. Conclusion The findings of this study can help fitness centre practitioners better improve the service quality of employees through service-oriented servant leadership during the COVID-19 pandemic, thereby contributing to the development of the sports and service industries.

How Can Managers Promote Employee Sustainability? A Study on the Impact of Servant Leadership on Emotional Labor

“…We have provided new insights into the mechanisms through which servant leadership influence emotional labor in the context of the COVID-19 outbreak. Although prior research has extensively explored these two theories, most of these studies have been conducted in general organizational contexts [44][45][46][47]. However, since the onset of the epidemic, organizations have faced significant challenges and have actively implemented measures to mitigate the adverse effects.…”