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Article

How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model

by 1,†, 2,3,*,†, 2 and 4
1
School of Tourism and Events, Hefei University, Hefei 230061, China
2
School of Public Affairs, University of Science and Technology of China, Hefei 230026, China
3
Department of Management & Organization, Vrije Universiteit Amsterdam, 1081HV Amsterdam, The Netherlands
4
Management School, Hainan University, Haikou 570228, China
*
Author to whom correspondence should be addressed.
The first two authors equally contribute to this work.
Int. J. Environ. Res. Public Health 2020, 17(7), 2296; https://0-doi-org.brum.beds.ac.uk/10.3390/ijerph17072296
Received: 3 March 2020 / Revised: 21 March 2020 / Accepted: 25 March 2020 / Published: 29 March 2020
(This article belongs to the Special Issue Occupational Health Psychology)
Although servant leadership has been acknowledged as an important predictor of employees’ behavioral outcomes in the service industry, there is still no cohesive understanding of the positive association between servant leadership and employees’ customer-oriented behavior (COB). This research, drawing on cognitive affective processing system theory (CAPS), empirically investigates the influence of servant leadership on employees’ COB by exploring two mediators (i.e., organizational identification and vitality). We conducted two studies in China, using a cross-sectional design to survey employees in service-oriented technical organizations (Study 1) and a time-lagged design to survey hospitality employees with frontline service jobs in star-level hotels (Study 2). Across both samples, we found that servant leadership enhanced employees’ COB by simultaneously increasing their organizational identification and vitality. We discuss the implications of these results for future research and practice. View Full-Text
Keywords: servant leadership; customer-oriented behavior; organizational identification; vitality; dual-mechanism servant leadership; customer-oriented behavior; organizational identification; vitality; dual-mechanism
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MDPI and ACS Style

Yuan, M.; Cai, W.; Gao, X.; Fu, J. How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model. Int. J. Environ. Res. Public Health 2020, 17, 2296. https://0-doi-org.brum.beds.ac.uk/10.3390/ijerph17072296

AMA Style

Yuan M, Cai W, Gao X, Fu J. How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model. International Journal of Environmental Research and Public Health. 2020; 17(7):2296. https://0-doi-org.brum.beds.ac.uk/10.3390/ijerph17072296

Chicago/Turabian Style

Yuan, Mengru, Wenjing Cai, Xiaopei Gao, and Jingtao Fu. 2020. "How Servant Leadership Leads to Employees’ Customer-Oriented Behavior in the Service Industry? A Dual-Mechanism Model" International Journal of Environmental Research and Public Health 17, no. 7: 2296. https://0-doi-org.brum.beds.ac.uk/10.3390/ijerph17072296

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