Su Fangguo, Cheng Dejun, Wen Shanshan
College of Management, Shenzhen University, Shenzhen, China.
School of Business, Nanjing University, Nanjing, China.
Front Psychol. 2019 May 30;10:1252. doi: 10.3389/fpsyg.2019.01252. eCollection 2019.
In service contexts, leaders' efforts to maintain and enhance employees' service quality are vital to organizational performance. However, few studies have investigated the mechanisms underlying the relationship between transformational leadership (TFL) and employees' service quality across levels. Based on the theory of planned behavior, this study investigated the multilevel impacts of TFL on employees' service quality and the multilevel mechanisms mediating this relationship. Data were collected from 208 managers and 1,431 employees at 223 branches (chain restaurants) of a large catering corporation in southern China. The results showed that stronger TFL significantly improved employees' service quality at both individual and branch level. Affective commitment and psychological empowerment partially mediated the relationship between individual-level TFL and employees' service quality. Branch-level service climate fully mediated the relationship between branch-level TFL and employees' service quality.
在服务情境中，领导者为维持和提升员工服务质量所做的努力对组织绩效至关重要。然而，很少有研究探讨变革型领导（TFL）与不同层级员工服务质量之间关系的潜在机制。基于计划行为理论，本研究考察了TFL对员工服务质量的多层次影响以及介导这种关系的多层次机制。数据收集自中国南方一家大型餐饮企业223家分店（连锁餐厅）的208名经理和1431名员工。结果表明，更强的TFL在个体和分店层面均显著提高了员工的服务质量。情感承诺和心理授权部分介导了个体层面TFL与员工服务质量之间的关系。分店层面的服务氛围完全介导了分店层面TFL与员工服务质量之间的关系。
