Two sources of influence: a conditional trickle-down model of service performance in China

Haolin Fu, Sherry (Qiang) Fu, Jia (Joya) Yu, Mengxi Yang and Wansi Chen

Asia Pacific Business Review, 2023, vol. 29, issue 1, 28-49

Abstract: We proposed and tested a conditional trickle-down model underpinned by social exchange theory and social information processing theory. Using a sample in China, we found that LLX and service-oriented HPWS were positively related to service leadership and competition climate, respectively. Additionally, we found that service leadership and competition climate enhanced the positive influences of each other on employee service performance. We then demonstrated the conditional trickle-down effects on employee service performance transmitted through the interaction between service leadership and collective competition climate. Theoretical and practical implications are discussed.

Date: 2023
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DOI: 10.1080/13602381.2022.2106681

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