Hotel Star Ratings And Perceptions Of Servant Leadership And Service Quality Provided By Front-Line Service Workers In Four-And Five-Star Hotels In Turkey An Exploratory Study*
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Tarih
2014
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Erişim Hakkı
Özet
This research examined employee perceptions of servant leadership provided by their supervisors/managers and employees' reports of service quality provided to clients by their hotels by front line workers employed in four- and five -star hotels in Turk ey. Data were collected from 221 front -line employees, a 37% response rate, 104 work ing in four-star hotels and 93 work ing in five-star hotels, using anonymously completed questionnaires. Consistent with other research on front-line work ers, respondents were generally young, had relatively short organizational tenures, and had high school educations. Previously developed and validated measures of servant leadership (Liden, Wayne, Zhao & Henderson, 2008) and service quali ty (Parasuraman, Zeithaml & Berry, 1998) were used and both were found to be highly reliable in this study. Respondents work ing in five -star hotels reported lower levels of servant leadership with respondents work ing in four - and fivetar hotels indicating similar levels of service quality.
Açıklama
Anahtar Kelimeler
Kaynak
İş Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi
WoS Q Değeri
Scopus Q Değeri
Cilt
16
Sayı
3
