参与式领导与服务恢复绩效:一个有调节的中介模型

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2023-06-13 DOI:10.1108/jstp-07-2022-0146

M. A. S. Khan, Du Jianguo, Shuai Jin, M. Saeed, A. Khalid

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引用次数: 1

摘要

目的运用资源守恒理论，考察参与型领导在一线服务人员服务恢复绩效中的作用。本研究还测试了FLE的角色广度自我效能感（RBSE）作为理论上相关的中介，以及FLE特质正念作为重要的中介。设计/方法/方法使用时间滞后（三轮，间隔两周）从两个来源（193名FLE和772名经历服务故障的客户）收集数据。采用结构方程建模（Mplus，8.6）对数据进行分析。研究结果显示，通过RBSE，参与式领导与FLEs服务恢复绩效直接或间接呈正相关。结果还表明，FLE特质正念通过RBSE调节了参与性领导与RBSE的联系，以及参与性领导和服务恢复绩效的间接联系。实践意义本研究表明，表现出参与性领导行为的组织领导者对组织有价值。通过展示这些行为，他们提高了FLE的RBSE，进而提高了其服务恢复性能。原创性/价值本工作通过预测FLE服务恢复绩效的两个重要但被忽视的前因（参与性领导和RBSE），为服务恢复绩效文献做出了重要贡献。目前的工作也有助于研究RBSE在服务环境中的前因和结果。

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Participative leadership and service recovery performance: a moderated mediation model

PurposeUsing the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.Design/methodology/approachData were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.FindingsThe results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.Practical implicationsThis study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.Originality/valueThe present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.