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首页> 外文期刊>Journal of Applied Psychology >How Does a Servant Leader Fuel the Service Fire? A Multilevel Model of Servant Leadership, Individual Self Identity, Group Competition Climate, and Customer Service Performance
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How Does a Servant Leader Fuel the Service Fire? A Multilevel Model of Servant Leadership, Individual Self Identity, Group Competition Climate, and Customer Service Performance

机译：仆人领袖如何为服务火加油？仆人领导，个人自我认同，团体竞争氛围和客户服务绩效的多层次模型

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摘要

Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance.
机译：基于社会身份框架，我们的跨级别流程模型说明了经理的仆人领导如何影响一线员工的服务绩效，以服务质量，以客户为中心的公民行为和以客户为中心的亲社会行为来衡量。在30家沙龙中的238名发型师和470名客户的样本中，我们发现发型师的自我认同感，即自我效能感和群体认同感，在一定程度上介导了沙龙经理的仆人领导对团队的积极影响。在考虑到变革型领导的积极影响后，发型师的服务绩效由客户评定。此外，团体竞争气氛加强了自我效能与服务绩效之间的正向关系。

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