Effects of servant leadership on service quality: Mediating roles of employees’ relational energy perceptions with managers and emotional energy perceptions toward work roles

ABSTRACT

This study examines how managers’ servant leadership style affects employee service quality, focusing on employees’ impression of relational energy with managers and emotional energy toward work roles. It also examines the moderating effect of emotional energy on the relationship between relational energy and service quality and the moderating effect of relational energy on the relationship between emotional energy and service quality. The sample consisted of 377 hotel employees from Bangladesh. Partial least squares were used to analyze the data by applying structural equation modeling. The results show that relational and emotional energies mediate the positive and significant correlation between servant leadership and service quality. Emotional energy positively moderates the relationship between relational energy and service quality. Similarly, relational energy positively moderates the relationship between emotional energy and service quality. These findings contribute to the conservation of resources and servant leadership theories anld add value to the hospitality literature in the Asian context by linking servant leadership, relational energy, emotional energy, and service quality. The findings suggest that hoteliers practice servant leadership and increase employees’ relational and emotional energies to provide service quality.

摘要

本研究考察了管理者的仆人式领导风格如何影响员工服务质量，重点关注员工与管理者的关系能量印象和对工作角色的情感能量. 考察了情感能量对关系能量与服务质量关系的调节作用，以及关系能量对情感能量与服务品质关系的调节效应. 样本包括来自孟加拉国的377名酒店员工. 偏最小二乘法用于通过应用结构方程建模来分析数据. 研究结果表明，关系能量和情感能量在仆人领导力与服务质量之间起着正向和显著的中介作用. 情感能量正向调节关系能量与服务质量之间的关系. 同样，关系能量正向调节情绪能量与服务质量之间的关系. 这些发现有助于资源保护和仆人领导理论，并通过将仆人领导、关系能量、情感能量和服务质量联系起来，为亚洲背景下的酒店文学增加价值. 研究结果表明，酒店经营者实行仆人式领导，增加员工的关系和情感能量，以提供服务质量.

KEYWORDS:

• Servant leadership
• relational energy
• emotional energy
• service quality

Disclosure statement

No potential conflict of interest was reported by the author(s).