The role of servant leadership, self-efficacy, high performance work systems, and work engagement in increasing service-oriented behavior

ABSTRACT By integrating job demand-resources and social learning theories, the mediation effects of work engagement between servant leadership and service-oriented behavior; and moderating effects of self-efficacy and high-performance work systems (HPWS) on the connection between servant leadership and work engagement were examined. Partial least squares was applied to analyze survey data of 381 customer-contact hotel employees from three cities in Cambodia. Servant leaders have a positive and significant influence on employee-level service-oriented behavior directly and indirectly via work engagement. Both HPWS and self-efficacy significantly and positively moderates the association of servant leadership and work engagement. Overall, findings indicated the importance of servant leadership, engaged employees, HPWS, and self-efficacy in fostering service-oriented behavior. The novelty of this study is the extension of job demand-resources and social learning theories by investigating the mediating role of work engagement and the combined moderating role of HPWS and self-efficacy. Practical and theoretical implications are described. 通过整合工作需求资源和社会学习理论, 研究了工作投入在服务型领导和服务型行为之间的中介作用; 此外, 还考察了自我效能感和高绩效工作系统(HPWS)对仆人领导与工作投入之间关系的调节作用. 偏最小二乘法用于分析柬埔寨三个城市381名顾客接触酒店员工的调查数据. 服务型领导通过工作投入直接或间接地对员工层面的服务导向行为产生积极而显著的影响. HPWS和自我效能感显著且积极地调节了仆人领导和工作投入的关联. 总的来说, 研究结果表明了仆人领导, 敬业的员工, HPW和自我效能感在培养服务导向行为方面的重要性.本研究的创新之处在于通过调查工作投入的中介作用以及HPWS和自我效能感的联合调节作用,扩展了工作需求学习描述.了实了实际和理论意义