What’s wrong with different empowerment? The effect of differentiated empowering leadership on employee proactive service

IF 4.4 3区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Hospitality & Tourism Research Pub Date : 2022-02-04 DOI:10.1177/10963480221074270

Yanan Dong, X. Zhao, Yuan Yuan, Huijuan Dong, Jing Jiang

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引用次数: 7

Abstract

Differentiated empowering leadership is common in organizations; however, its effect on employee proactive customer service performance remains less understood. Drawing on social comparison theory, this study proposes a multilevel model for how and when differentiated empowering leadership affects employee proactive customer service performance. The study, based on a sample of 228 employees from 77 teams in China, shows a negative relationship between differentiated empowering leadership and employee proactive customer service performance through employee organization-based self-esteem. This indirect relationship is moderated by empowering leadership and employee prosocial motivation. Specifically, the influence of differentiated empowering leadership on employee organization-based self-esteem is more negative when employees receive low empowering leadership, and the relationship between employee organization-based self-esteem and proactive customer service performance is more positive for employees with high prosocial motivation. These findings extend previous knowledge on differentiated empowering leadership and provide practical insights for hotel managers.

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不同的授权有什么问题?差别化授权领导对员工主动服务的影响

差异化授权领导在组织中很常见;然而，它对员工主动客户服务绩效的影响仍然知之甚少。利用社会比较理论，本研究提出了一个多层次的模型，研究差异化授权领导如何以及何时影响员工的主动客户服务绩效。该研究基于来自中国77个团队的228名员工的样本，通过员工基于组织的自尊，发现差异化授权领导与员工主动客户服务绩效之间存在负相关关系。这种间接关系被授权领导和员工亲社会动机所调节。具体而言，当员工接受低授权领导时，差别化授权领导对员工组织自尊的影响更为负向，而当员工接受高亲社会动机时，员工组织自尊与主动客户服务绩效之间的关系更为正向。这些发现扩展了之前关于差异化授权领导的知识，并为酒店管理者提供了实用的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Hospitality & Tourism Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

10.10

自引率

9.50%

发文量

期刊介绍： The Journal of Hospitality & Tourism Research (JHTR) is an international scholarly research journal that publishes high-quality, refereed articles that advance the knowledge base of the hospitality and tourism field. JHTR focuses on original research, both conceptual and empirical, that clearly contributes to the theoretical development of our field. The word contribution is key. Simple applications of theories from other disciplines to a hospitality or tourism context are not encouraged unless the authors clearly state why this context significantly advances theory or knowledge. JHTR encourages research based on a variety of methods, qualitative and quantitative.