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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dc.contributor.authorBurke, Ronald J.
dc.contributor.authorKoyuncu, Mustafa
dc.contributor.authorAshtakova, Marina
dc.contributor.authorEren, Duygu
dc.contributor.authorÇetin, Hayrullah
dc.date.accessioned2020-01-20T19:00:00Z
dc.date.available2020-01-20T19:00:00Z
dc.date.issued2014
dc.departmentSinop Üniversitesi
dc.description.abstractThis 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.
dc.identifier.endpage10en_US
dc.identifier.issn1303-2860
dc.identifier.issue3en_US
dc.identifier.startpage3en_US
dc.identifier.trdizinid221597
dc.identifier.urihttp://www.trdizin.gov.tr/publication/paper/detail/TWpJeE5UazNOdz09
dc.identifier.urihttps://hdl.handle.net/11486/1491
dc.identifier.volume16en_US
dc.indekslendigikaynakTR-Dizin
dc.language.isoen
dc.relation.ispartofİş Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanı
dc.titleHotel 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*
dc.typeArticle

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