An Empirical Study of the Relationships among Servant Leadership, Procedural Justice Climate, Trust in Leaders, Organizational Citizenship Behavior, and Service Quality in the Chinese Hotel Industry
Abstract
The purposes of this study were to confirm servant leadership as a higher-order factor construct with 6 factors and 24 items, and to examine the relationships and mediating effects among servant leadership, procedural justice culture (PJC), trust in leaders, customer-oriented organizational citizenship behavior (OCB), and employees’ service quality in the Chinese hotel industry. Data were collected in two rounds from hotels in all parts of China. The CFA result showed servant leadership can be treated as a higher- order construct to be used to measure servant leadership behaviors in the Chinese hotel industry.
SEM results demonstrated that servant leadership was not significantly directly correlated to customer-oriented OCB. However, the indirect relationship between these two variables was significant. PJC had mediating effect on the relationship between servant leadership and customer-oriented OCB. Additionally, a statistically significant correlation was found between servant leadership and trust in leaders, and trust in leaders was also significantly associated with customer-oriented OCB. Further, it was found that customer-oriented OCB and service quality were strongly related, while there was no significant correlation between servant leadership and service quality.
Subject
Servant leadershipProcedural justice culture
Trust in leaders
Customer-oriented organizational citizenship behavior
Employees’ service quality
Chinese hotel industry.
Citation
Qiu, Shaoping (2019). An Empirical Study of the Relationships among Servant Leadership, Procedural Justice Climate, Trust in Leaders, Organizational Citizenship Behavior, and Service Quality in the Chinese Hotel Industry. Doctoral dissertation, Texas A&M University. Available electronically from https : / /hdl .handle .net /1969 .1 /186376.