The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels

Qian Ling, Meizhen Lin and Xiaoyi Wu

Tourism Management, 2016, vol. 52, issue C, 341-368

Abstract: This study tests a trickle-down effect regarding how servant leadership flows from top-to middle-level leaders, resulting in frontline employees' service-oriented behaviors and service quality. Using multiple validations, we develop and test a measure of servant leadership at various levels in the hospitality industry. Drawing on data from 325 employee–supervisor pairs of workgroups in 9 Chinese, star-level hotels, results from hierarchical linear modeling support the service profit chain theory and trickle-down model of leadership by demonstrating influence of top- and middle-level servant leadership on frontline employees. Cross-level moderation analysis suggests service climate moderates the effect on service-oriented behaviors, but in an inverse direction.

Keywords: Servant leadership; Trickle-down model; Service climate; Service-oriented behavior; Service quality; Hospitality (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:touman:v:52:y:2016:i:c:p:341-368

DOI: 10.1016/j.tourman.2015.07.008

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