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Service-oriented Leadership – Scale Development and Validation

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  • Popp, Marion
  • Hadwich, Karsten

Abstract

To successfully offer services, organizations have to recognize the relevance of their service employees and enable them to demonstrate a service-oriented behavior towards their customers. Service-oriented leadership specifically addresses this aspect and is conceptualized and operationalized in this paper. Further, hypotheses are established and empirically tested by means of structural equation modeling and hierarchical regression analysis. The analysis reveals that the construct affects both employee and customer satisfaction and provides additional explanation for the variance of the two variables beyond that explained by other leadership concepts. Utilizing the developed scale, service organizations are able to evaluate and develop the behavior of current leaders and assess the potential of leader candidates.

Suggested Citation

  • Popp, Marion & Hadwich, Karsten, 2019. "Service-oriented Leadership – Scale Development and Validation," Die Unternehmung - Swiss Journal of Business Research and Practice, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 73(3), pages 213-228.
    • Handle: RePEc:nms:untern:10.5771/0042-059x-2019-3-213
    DOI: 10.5771/0042-059X-2019-3-213
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