Does a leader’s motivating language enhance the customer-oriented prosocial behavior of frontline service employees?

IF 5.5 Q1 MANAGEMENT

Asia Pacific Management Review Pub Date : 2023-05-30 DOI:10.1016/j.apmrv.2023.05.002

Chiu-Ping Hsu , Chun-Fu Lai

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引用次数: 0

Abstract

The customer-oriented prosocial behavior of frontline employees can benefit their employers. This study demonstrated the effect of leaders' motivating language and behavioral integrity on the customer-oriented prosocial behavior of frontline employees. This study established a research framework to explore how leaders' motivating language enhances employees' perceived task significance, which in turn affects their deep acting and customer-oriented prosocial behavior. This study also explored the effect of leaders' behavioral integrity on customer-oriented prosocial behavior through the collection of questionnaire data from 304 frontline employees. Smart PLS 3 was employed to test the measurement model and study hypotheses. An empirical analysis demonstrated that leaders' empathetic language increased task significance, which in turn positively affected employees' deep acting and extra-role prosocial behavior. In addition, leaders’ behavioral integrity positively influenced role-prescribed prosocial behavior.

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领导者的激励性语言会增强一线服务员工以客户为导向的亲社会行为吗？

前线员工以客户为导向的亲社会行为可使雇主受益。本研究证明了领导者的激励性语言和行为完整性对一线员工以客户为导向的亲社会行为的影响。本研究建立了一个研究框架，以探讨领导者的激励性语言如何增强员工对任务重要性的感知，进而影响他们的深度行为和以客户为导向的亲社会行为。本研究还通过收集 304 名一线员工的问卷数据，探讨了领导者的行为完整性对以客户为导向的亲社会行为的影响。研究采用了智能 PLS 3 来检验测量模型和研究假设。实证分析表明，领导者的同理心语言增加了任务意义，进而对员工的深度行动和角色外亲社会行为产生了积极影响。此外，领导者的行为完整性也对角色规定的亲社会行为产生了积极影响。

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来源期刊

Asia Pacific Management Review MANAGEMENT-

CiteScore

8.00

自引率

4.50%

发文量

期刊介绍： Asia Pacific Management Review (APMR), peer-reviewed and published quarterly, pursues to publish original and high quality research articles and notes that contribute to build empirical and theoretical understanding for concerning strategy and management aspects in business and activities. Meanwhile, we also seek to publish short communications and opinions addressing issues of current concern to managers in regards to within and between the Asia-Pacific region. The covered domains but not limited to, such as accounting, finance, marketing, decision analysis and operation management, human resource management, information management, international business management, logistic and supply chain management, quantitative and research methods, strategic and business management, and tourism management, are suitable for publication in the APMR.