Liu Chenchen, Mi Xiaoyan, Gao Yan
School of Medical Information Engineering, Jining Medical University, Jining, 272067, People's Republic of China.
School of Physical Education, Taiyuan University of Science and Technology, Taiyuan, 030024, People's Republic of China.
Psychol Res Behav Manag. 2023 Mar 15;16:801-815. doi: 10.2147/PRBM.S395377. eCollection 2023.
Drawing on conservation of resource theory, social cognitive theory and person-environment fit theory, this study aims to investigate the impact of servant leadership and self-efficacy on service quality in fitness centers.
Cross-sectional data came from 771 employees of fitness center. All participants completed the perceived servant leadership scale, self-efficacy scale and service quality scale. The polynomial regression and response surface analysis techniques were used to investigate the mediating influence and boundary conditions of self-efficacy.
Self-efficacy acts as a mediator between servant leadership and employee service quality, with servant leadership having a positive, substantial impact on both. Meanwhile, regarding the relationship, the level of service quality is inversely correlated with the degree to which servant leadership and employee self-efficacy are aligned. The smaller the degree of alignment, the lower the level of employee service quality.
The findings of this study can help fitness centre practitioners better improve the service quality of employees through service-oriented servant leadership during the COVID-19 pandemic, thereby contributing to the development of the sports and service industries.
本研究借鉴资源保存理论、社会认知理论和人-环境匹配理论，旨在探讨健身中心中仆人式领导和自我效能感对服务质量的影响。
横断面数据来自771名健身中心员工。所有参与者均完成了感知仆人式领导量表、自我效能感量表和服务质量量表。采用多项式回归和响应面分析技术来研究自我效能感的中介影响和边界条件。
自我效能感在仆人式领导和员工服务质量之间起中介作用，仆人式领导对二者均有积极且显著的影响。同时，就二者关系而言，服务质量水平与仆人式领导和员工自我效能感的匹配程度呈负相关。匹配程度越小，员工服务质量水平越低。
本研究结果有助于健身中心从业者在新冠疫情期间通过以服务为导向的仆人式领导更好地提高员工服务质量，从而推动体育和服务业的发展。
