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The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels

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  • Ling, Qian
  • Lin, Meizhen
  • Wu, Xiaoyi

Abstract

This study tests a trickle-down effect regarding how servant leadership flows from top-to middle-level leaders, resulting in frontline employees' service-oriented behaviors and service quality. Using multiple validations, we develop and test a measure of servant leadership at various levels in the hospitality industry. Drawing on data from 325 employee–supervisor pairs of workgroups in 9 Chinese, star-level hotels, results from hierarchical linear modeling support the service profit chain theory and trickle-down model of leadership by demonstrating influence of top- and middle-level servant leadership on frontline employees. Cross-level moderation analysis suggests service climate moderates the effect on service-oriented behaviors, but in an inverse direction.

Suggested Citation

  • Ling, Qian & Lin, Meizhen & Wu, Xiaoyi, 2016. "The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels," Tourism Management, Elsevier, vol. 52(C), pages 341-368.
    • Handle: RePEc:eee:touman:v:52:y:2016:i:c:p:341-368
    DOI: 10.1016/j.tourman.2015.07.008
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    Cited by:

    1. Yucheng Zhang & Yuyan Zheng & Long Zhang & Shan Xu & Xin Liu & Wansi Chen, 2021. "A meta-analytic review of the consequences of servant leadership: The moderating roles of cultural factors," Asia Pacific Journal of Management, Springer, vol. 38(1), pages 371-400, March.
    2. Zhou, Xing & Ma, Jianfeng & Dong, Xia, 2018. "Empowering supervision and service sabotage: A moderated mediation model based on conservation of resources theory," Tourism Management, Elsevier, vol. 64(C), pages 170-187.
    3. Mengru Yuan & Wenjing Cai & Xiaopei Gao & Jingtao Fu, 2020. "How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model," IJERPH, MDPI, vol. 17(7), pages 1-19, March.
    4. Trong Tuan Luu, 2019. "CSR and Customer Value Co-creation Behavior: The Moderation Mechanisms of Servant Leadership and Relationship Marketing Orientation," Journal of Business Ethics, Springer, vol. 155(2), pages 379-398, March.
    5. Ladkin, Adele & Mooney, Shelagh & Solnet, David & Baum, Tom & Robinson, Richard & Yan, Hongmin, 2023. "A review of research into tourism work and employment: Launching the Annals of Tourism Research curated collection on tourism work and employment," Annals of Tourism Research, Elsevier, vol. 100(C).
    6. Hugo Palácios & Helena de Almeida & Maria José Sousa, 2021. "A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality," Sustainability, MDPI, vol. 13(21), pages 1-27, November.
    7. Dong Hu & Lei Mee Thien & Aidi Ahmi & Ahmed Mohamed, 2023. "The 100 Most-Cited Research Publications on Servant Leadership: A Bibliometric Analysis," SAGE Open, , vol. 13(3), pages 21582440231, August.
    8. Hong Tian & Danni Suo, 2021. "The Trickle-Down Effect of Responsible Leadership on Employees’ Pro-Environmental Behaviors: Evidence from the Hotel Industry in China," IJERPH, MDPI, vol. 18(21), pages 1-17, November.
    9. Ching-Han Fang & Ching-Lin Fang & Ren-Fang Chao & Shang-Ping Lin, 2019. "Paternalistic Leadership and Employees’ Sustained Work Behavior: A Perspective of Playfulness," Sustainability, MDPI, vol. 11(23), pages 1-12, November.
    10. Lin, Meizhen & Wu, Xiaoyi & Ling, Qian, 2017. "Assessing the effectiveness of empowerment on service quality: A multi-level study of Chinese tourism firms," Tourism Management, Elsevier, vol. 61(C), pages 411-425.
    11. Byun, Gukdo & Karau, Steven J. & Dai, Ye & Lee, Soojin, 2018. "A three-level examination of the cascading effects of ethical leadership on employee outcomes: A moderated mediation analysis," Journal of Business Research, Elsevier, vol. 88(C), pages 44-53.
    12. Christo Swart & Lidia Pottas & David Maree & Marien Alet Graham, 2022. "Roll Up Your Sleeves: Servant Leadership as a Paradigm for the Challenging South African School Context?," SAGE Open, , vol. 12(2), pages 21582440221, May.

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