The Impact of Internal Service Quality and Ethical Leadership on Employee Performance

Sibel Aydemir () and Emrullah Kıpçak
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Sibel Aydemir: Department of Management and Organization, Zonguldak Vocational School, Zonguldak Bulent Ecevit University, Zonguldak 67100, Turkey
Emrullah Kıpçak: Department of Management and Organization, Zonguldak Vocational School, Zonguldak Bulent Ecevit University, Zonguldak 67100, Turkey

Sustainability, 2024, vol. 16, issue 21, 1-23

Abstract: One of the most fundamental values that businesses must ensure to enhance sustainable production and productivity is the satisfaction of their internal customers. It is anticipated that an increase in the satisfaction levels of internal customers will lead to improved work performance, creating a cycle linked to the services and values provided to employees by the organization. This study aims to uncover the impact of the quality of internal services offered by manufacturing companies, as well as the ethical leadership approach, on employee performance. The data obtained from surveys conducted with 412 employees of clothing and textile companies in Van, Turkey, were analyzed using the SPSS program. The results indicate that internal service quality, particularly its dimensions of responsiveness and assurance, positively affects employee performance. Furthermore, it was observed that ethical leadership generally has a negative effect on employee performance, but the ethicality and justice dimensions and task clarity dimensions of ethical leadership affect employee performance positively.

Keywords: internal service quality; ethical leadership; employee performance (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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