scholarly journals Improving Service Quality Through Strengthening Servant Leadership, Self Efication, and Education Organizational Citizenship Behavior (OCB)

2020 ◽  
Vol 8 (7) ◽  
Keyword(s):  
Service Quality ◽  
Servant Leadership ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Citizenship Behavior

Servant Leadership and Customer Service Quality at Korean Hotels: Multilevel Organizational Citizenship Behavior as a Mediator

2015 ◽  
Vol 43 (8) ◽  
pp. 1287-1298 ◽  
Author(s):  
Won Jun Kwak ◽  
Hwa-Kyung Kim
Keyword(s):  
Service Quality ◽  
Servant Leadership ◽  
Customer Service ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Citizenship Behavior ◽  
Group Level ◽  
Customer Contact ◽  
Individual Level ◽  
Survey Form

We proposed that employees' individual- and group-level organizational citizenship behavior (OCB) would transmit the effect of servant leadership onto customer perception of service quality in the hotel context. Participants were 198 supervisors, lower-level customer-contact employees, and customers at South Korean hotels. Survey packets, comprising separate survey forms for each of the 3 groups of respondents, were distributed to the supervisors, who completed their own survey forms and provided the other versions of the survey form to the employees and customers. The results of the analysis of the matched responses supported the study hypotheses. We found that supervisors' servant leadership was positively related to customers' perception of level of service quality and that this positive relationship was mediated by both the hotel employees' individual-level and group-level OCB. The findings suggest that, to improve customer service quality at hotels, supervisors need to facilitate the active performance by their staff of OCB both individually and as a group.

scholarly journals How Mindfulness and Servant Leadership Affect Customer-Oriented Organizational Citizenship Behavior: Service Climate as Potential Mediator

2019 ◽  
Vol 8 (2S9) ◽  
pp. 132-136
Keyword(s):  
Servant Leadership ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Structural Equation ◽  
Structural Model ◽  
Work Behavior ◽  
Self Report ◽  
Citizenship Behavior ◽  
Service Climate ◽  
Dispositional Mindfulness

One aspect of competitive advantage that is now the main focus of the company is human resources. To improve the performance of organizations related to service excellence, it takes work behavior that exceeds the demands of work, namely Customer Oriented-Organizational Citizenship Behavior. This article is Proposal for Doctoral Colloquia that aims to prove the variables that influence Customer Oriented-Organizational Citizenship Behavior and obtain a model of the structural relationship between Mindfulness, Servant Leadership, Service Climate, and Customer Oriented-Organizational Citizenship Behavior. This study is explanatory survey research with a mixed-method approach. The participants of this study are the supervisor of railway transportation provider in Jakarta, Indonesia. The sampling technique is multistage sampling (a combination of cluster sampling and stratified sampling). The data will be collected by self-report surveys. The data will be analyzed by using Structural Equation Modelling with Lisrel 8.7 software. The results from this study will be proved and built a structural model of the effect of mindfulness and servant leadership on Customer Oriented-Organizational Citizenship Behavior through a service climate. The novelty of this study is the addition of contextual factors such as service climate as a mediator variable in testing the effect of mindfulness on workplace outcomes such as Customer Oriented-Organizational Citizenship Behavior and the influence of servant leadership on Customer Oriented-Organizational Citizenship Behavior, and the development of dispositional mindfulness instrument for Indonesian employees.

Rethinking Organizational Citizenship Behavior in Service Organizations: Its Nature and Conceptualization

2017 ◽  
Author(s):  
Anit Somech ◽  
Anat Drach-Zahavy
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Service Organizations ◽  
Citizenship Behavior ◽  
Distinctive Features ◽  
Service Characteristics ◽  
The Common ◽  
Unique Context

This chapter focuses on the phenomenon of organizational citizenship behavior (OCB) in the context of service organizations. Specifically, our aim was to challenge the common approach to OCB by delineating the unique characteristics of service organizations. The chapter begins by capturing the distinctive features of services: their intangibility, inseparability, and heterogeneity. Next, we argue that these characteristics compel service organizations to rely primarily on their employees’ OCBs. Paradoxically, the more committed managers are to service delivery, the less control they have over service quality compared with their counterparts in manufacturing. We then discuss how service characteristics shape the nature of OCB in this unique context and propose an integrated typology for better understanding OCB in service organizations.

The influence of servant leadership on employees' outcomes via job embeddedness in hospitality industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Qamar Zia ◽  
Muhammad Naveed ◽  
Muhammad Adnan Bashir ◽  
Asif Iqbal
Keyword(s):  
Servant Leadership ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Work Performance ◽  
Turnover Intentions ◽  
Job Embeddedness ◽  
Work Outcomes ◽  
Citizenship Behavior ◽  
Hotel Management ◽  
Content Type

PurposeDrawing from social exchange theory, the purpose of this study is to investigate the influence of servant leadership on organizational citizenship behavior, turnover intentions and work performance through mediating role of job embeddedness.Design/methodology/approachThe data were gathered from 252 frontline employees of Pakistan's hotel industry in two-time lags with an interval of two months by using purposive sampling. PLS-SEM was applied for the analysis of data and hypothesis testing.FindingsThe study ascertained that job embeddedness is a potent mediator between the nexus of servant leadership and aforementioned work outcomes. The study results portray that servant leadership promotes job embeddedness, OCB, work performance and reduces turnover intentions.Research limitations/implicationsHotel management can use job embeddedness to boost servant leadership and reduce turnover intentions. In addition, management should also increase servant leadership by organizing training and workshops for their managers, which ultimately improves followers' organizational citizenship behavior and work performance.Practical implicationsHotel management can use job embeddedness to boost OCB, work performance and reduce turnover intentions. In addition, management should also increase servant leadership by organizing training and workshops for their managers, which ultimately improves followers' citizenship behavior and work performance.Originality/valueThere are numerous calls for research to ascertain as well as sparse literature available whether job embeddedness act as a mediator in the nexus of servant leadership and work outcomes or not. The current study fills these voids and contributes to the literature by empirically examining the mechanism of job embeddedness between servant leadership and the work outcomes.

scholarly journals SERVANT LEADERSHIP DAN EMPOWERMENT TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOUR PADA KARYAWAN ASA VILLA SEMINYAK

2017 ◽  
Vol 7 (1) ◽  
pp. 29
Author(s):  
Putu Agung Pratama Sandara ◽  
I Gusti Made Suwandana
Keyword(s):  
Servant Leadership ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Citizenship Behavior

ABSTRAK Penelitian ini bertujuan untuk menguji pengaruh servant leadership dan empowerment terhadap organizational citizenship behavior pada karyawan Asa Villa Seminyak dengan menggunakan metode sensus (total sampling) dalam menentukan sampel sebanyak 44 responden, melalui teknik analisis regresi linear berganda. Hasil analisis membuktikan servant leadership dan empowerment secara simultan berpengaruh positif pada organizational citizenship behavior. servant leadership berpengaruh positif secara parsial pada organizational citizenship behavior. Empowerment berpengaruh positif secara parsial pada organizational citizenship behavior. Pihak manajemen Asa Villa Seminyak harus mengedepankan penerapan servant leadership demi menciptakan suasana yang aman dan nyaman di dalam bekerja. Pihak manajemen melalui pimpinan agar melaksanakan penerapan empowerment dengan kemudahan bagi karyawan dalam mencari informasi penting terkait pekerjaan sehingga mampu untuk menyelesaikan pekerjaannya.   Kata kunci : servant leadership, empowerment, organizational citizenship behavior

Erholt und engagiert am Arbeitsplatz – mentales Abschalten nach der Arbeit als Mediator zwischen Servant Leadership und freiwilligem Arbeitsengagement

2017 ◽  
Vol 31 (3) ◽  
pp. 260-274
Author(s):  
Freya Ellen Steffen ◽  
Kai Externbrink
Keyword(s):  
Servant Leadership ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Citizenship Behavior ◽  
Psychological Detachment

Die kognitive Distanzierung von Arbeitsinhalten wahrend der arbeitsfreien Zeit ( psychological detachment) stellt einen wichtigen Faktor für Erholung, Wohlbefinden und andauernde Leistungsfähigkeit von Beschäftigten dar. Die Antezedenzien von mentalem Abschalten nach der Arbeit sind jedoch bisweilen nur unzureichend untersucht worden; dies gilt insbesondere für Variablen im unmittelbaren Arbeitsumfeld von Mitarbeitern. Was können Organisationen tun, um das mentale Abschalten ihrer Mitarbeiter in der Freizeit zu fordern? Basierend auf einer Kombination aus dem Stressor–Detachment Model und der Theorie der Ressourcenerhaltung gehen wir davon aus, dass Servant Leadership als Prädiktor von mentalem Abschalten nach der Arbeit betrachtet werden kann, welches sich wiederum positiv auf freiwilliges Arbeitsengagement (Organizational Citizenship Behavior), auswirkt. Die Hypothesen testen wir mittels Querschnittsdesign mit N = 121 Mitarbeitern eines Technologiekonzerns. Es werden Zeitintervalle zwischen den Erhebungszeitpunkten sowie Fremdbeurteilungen eingesetzt, um das Risiko von Methodenverzerrung zu minimieren. Die Ergebnisse eines Strukturgleichungsmodells zeigen hypothesenkonform, dass mentales Abschalten nach der Arbeit den Zusammenhang zwischen Servant Leadership und freiwilligem Arbeitsengagement teilweise mediiert. Implikationen für die Praxis und Ansatzpunkte für zukünftige Forschungsarbeiten werden diskutiert.

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