The Role of Leadership Style on Frontline Employees' Perceived Ethical Climate, Polychronicity and Service Recovery Performance: An Evaluation from Customer Service Development Perspective
Özet
Bu ampirik çalışmanın amacı Malezya hizmet sektörü alanında dönüştürücü ve etkileşimci liderlik stilleri ile yüz yüze irtabatlı çalışanların algılanan etiksel iklim, çok yönlü iş yapabilirlik ve hataları düzeltme performansları arasında bir ilişki olup olmadığını araştırmaktır. Örneklem olarak ön büro otel çalışanlarından toplam 249 adet anket toplanmıştır. Çalışmanın hipotezleri PLS-SEM yol analizleri yöntemi kullanılarak test edilmiştir. Yol analizlerine göre, etkileşimci liderlik tipinin çalışanların algılanan etiksel iklim ve hataları düzeltme performansları üzerinde daha çok anlamlı pozitif bir etki yaptığı bulunmuştur. Çalışma hipotezine uyumsuz olarak dönüştürücü liderlik tipinin hataları düzeltme performansı üzerinde bir etkisi olmadığı bulunmuştur. Teorik olarak bu çalışma daha önce çalışılmamış etki ve ilişkileri araştırması hasebiyle servis yönetimi literatürüne ek bir katkı sunmaktadır
This empirical study aims to investigate the influence of leadership styles (transformational and transactional) on frontline employees' (FLEs) perceived ethical climate, polychronicity, and service recovery performance in a service work setting in Malaysia. A total number of 249 questionnaires were gathered from a sample of full-time frontline hotel employees. The hypothesized relationships were tested using PLS-SEM Path analysis. Results based on the path analysis reveal that transactional leadership had more significant positive impact on ethical climate and service recovery performance. On the other hand, transformational leadership had more significant positive effect on FLEs' polychronicity. As inconsistent with the study hypothesis, transformational leadership had no significant effect on FLEs' service recovery performance. Theoretically, the current study by examining the untried effects and relationships such as the effect of leadership styles on polychronicity lends further contribution to the service management literature.
This empirical study aims to investigate the influence of leadership styles (transformational and transactional) on frontline employees' (FLEs) perceived ethical climate, polychronicity, and service recovery performance in a service work setting in Malaysia. A total number of 249 questionnaires were gathered from a sample of full-time frontline hotel employees. The hypothesized relationships were tested using PLS-SEM Path analysis. Results based on the path analysis reveal that transactional leadership had more significant positive impact on ethical climate and service recovery performance. On the other hand, transformational leadership had more significant positive effect on FLEs' polychronicity. As inconsistent with the study hypothesis, transformational leadership had no significant effect on FLEs' service recovery performance. Theoretically, the current study by examining the untried effects and relationships such as the effect of leadership styles on polychronicity lends further contribution to the service management literature.
Açıklama
Anahtar Kelimeler
İktisat, İşletme
Kaynak
Girişimcilik ve İnovasyon Yönetim Dergisi
WoS Q Değeri
Scopus Q Değeri
Cilt
5
Sayı
2
