Service-oriented Leadership – Scale Development and Validation

Marion Popp and Karsten Hadwich

Die Unternehmung - Swiss Journal of Business Research and Practice, 2019, vol. 73, issue 3, 213-228

Abstract: To successfully offer services, organizations have to recognize the relevance of their service employees and enable them to demonstrate a service-oriented behavior towards their customers. Service-oriented leadership specifically addresses this aspect and is conceptualized and operationalized in this paper. Further, hypotheses are established and empirically tested by means of structural equation modeling and hierarchical regression analysis. The analysis reveals that the construct affects both employee and customer satisfaction and provides additional explanation for the variance of the two variables beyond that explained by other leadership concepts. Utilizing the developed scale, service organizations are able to evaluate and develop the behavior of current leaders and assess the potential of leader candidates.

Date: 2019
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DOI: 10.5771/0042-059X-2019-3-213

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Die Unternehmung - Swiss Journal of Business Research and Practice is currently edited by Prof. Dr. Artur Baldauf, Universität Bern, Prof. Dr. Manfred Bruhn, Universität Basel, Prof. Dr. Pascal Gantenbein, Universität Basel (geschäftsführend), Prof. Dr. Markus Gmür, Universität Fribourg, Prof. Dr. Klaus Möller, Universität St. Gallen, Prof. Dr. Günter Müller-Stewens, Universität St. Gallen, Prof. Dr. Dr. h.c. Margit Osterloh, Universität Zürich, Prof. Dr. Dieter Pfaff, Universität Zürich and Prof. Dr. Martin Wallmeier, Universität Fribourg

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