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How Does Servant Leadership Affect Extra-Role Customer Service Behavior in the Hotel Business: Role of Sensitivity to Treatment

Year: 2025

Type: article

Abstract: Extra-role customer service behavior is presently the root that helps hotels' ability to compete. Grounded on conservation theory this study investigates that servant leadership encourages extra-role customer service behavior among hospitality frontline employees through the intervening of work engagement and moderation of sensitivity to others treatment. We collected the study data in two waves by surveying 305 working for one-to-three-star hotels. Results confirm that servant leadership influences work engagement, ultimately contributing to explaining their extra-role customer service behavior. Results support the contingent impact of sensitivity on the hypothesized relationship. Our study offers guidance to practitioners on how to best implement servant leadership in order to encourage Extra-role customer service behavior.

Source: Journal for social science archives

DOI: 10.59075/jssa.v3i2.214

Authors: Dr. Abdul Rauf Qureshi, Dr. Tayyba Mirza, Dr. Shrafat Ali Sair, Dr. Aamir Sohail

Institutions: National College of Business Administration and Economics, University of Okara, University of Education, University of the Punjab, Thal University Bhakkar

Language: English

Topic: Job Satisfaction and Organizational Behavior

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: hybrid

OpenAlex ID: W4409136846

FWCI:

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