饭店各级管理人员的公仆型领导风格对员工服务质量的影响

The Impact of Servant Leadership at all Hierarchical Levels on Employees' Service Quality in Hotels and Restaurants

作者在13家宾馆和餐馆进行了一次实证研究,探讨饭店中、高层管理人员的公仆型领导风格对员工服务质量的影响。多层次线性模型分析结果表明,企业的公仆型领导氛围会通过部门的公仆型领导氛围,间接影响员工的服务质量;员工感知的企业负责人的公仆型领导风格会通过员工感知的部门负责人的公仆型领导风格,间接影响员工的服务质量。此外,企业的公仆型领导氛围会调节员工的工作满意感对他们的服务质量的影响,部门的公仆型领导氛围会调节员工的情感性归属感对他们的服务质量的影响。

The authors did an empirical study in 55 departments of 13 hotels and restaurants to investigate the impact of servant leadership both at middle and top level on employees＇ service quality. The results of HLM analysis indicates organizational servant leadership climate has indirect effects on employees ＇ service quality through departmental servant leadership climate, and employees＇ perception of organizational servant leadership has indirect effects on employees＇ service quality through employees＇ perception of departmental servant leadership. The results also indicate that organizational servant leadership climate moderates the relationship between employees＇ job satisfaction and their service quality, and departmental servant leadership climate moderates the relationship between employees ＇ affective organizational commitment and their service quality.