How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance

Zhijun Chen, J. Zhu, M. Zhou

Research output: Contribution to journalArticlepeer-review

236 Citations (Scopus)

Abstract

Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customerfocused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance.
Original languageEnglish
Pages (from-to)511-521
JournalJournal of Applied Psychology
Volume100
Issue number2
DOIs
Publication statusPublished - 2015

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