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.

2015 ◽  
Vol 100 (2) ◽  
pp. 511-521 ◽  
Author(s):  
Zhijun Chen ◽  
Jing Zhu ◽  
Mingjian Zhou
Keyword(s):  
Servant Leadership ◽  
Customer Service ◽  
Multilevel Model ◽  
Service Performance ◽  
Servant Leader ◽  
Self Identity ◽  
Identity Group ◽  
Group Competition ◽  
Individual Self

Servant leadership and proactive customer service performance

2019 ◽  
Vol 31 (3) ◽  
pp. 1330-1347 ◽  
Author(s):  
Yijiao Ye ◽  
Yijing Lyu ◽  
Yanzhen He
Keyword(s):  
Servant Leadership ◽  
Customer Service ◽  
Structural Equation ◽  
Customer Orientation ◽  
Self Esteem ◽  
Service Performance ◽  
Equation Modeling ◽  
Harmonious Passion ◽  
Content Type ◽  
Passion For Work

Purpose The purpose of this study is to investigate the influence of servant leadership on hospitality employees’ proactive customer service performance (PCSP) by focusing on the sequential mediating roles of harmonious passion and customer orientation and the moderating role of others’ approval of contingent self-esteem. Design/methodology/approach This study uses structural equation modeling with the four-wave data collected from eight Chinese hotels. Findings This study finds that servant leadership can promote hospitality employees’ PCSP by sequentially boosting their harmonious passion for work and customer orientation. Moreover, others’ approval of contingent self-esteem strengthens servant leadership’s effect on harmonious passion for work. Originality/value First, this study extends the servant leadership research by extending its outcome to hospitality employees’ PCSP. Second, this study enriches the understanding of the mediating mechanism between servant leadership and PCSP. Third, this study advances the research on servant leadership by identifying the moderating effect of employees’ others’ approval of contingent self-esteem between servant leadership and harmonious passion.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

scholarly journals Servant Leadership and Enhancement of Organizational Performance

2019 ◽  
Vol IV (I) ◽  
pp. 117-122
Author(s):  
Muhammad Hashim ◽  
Muhammad Azizullah Khan ◽  
Saqib Adnan
Keyword(s):  
Servant Leadership ◽  
Organizational Performance ◽  
Leader Behavior ◽  
Servant Leader ◽  
Public And Private ◽  
Ethical Practices ◽  
Emotional Healing ◽  
Teaching Faculty ◽  
And Performance ◽  
The Relationship

The Servant Leader Model is a theory that advances administration, supports trust, coordinates effort, future-arranges and utilizes moral capacity to engage others, focusing on good ethical practices. This study inspects the faculty of public and private universities in Peshawar for elements of servant leader behavior (wisdom, emotional healing and persuasive mapping) and effect on performance. Drawing on information from 95 teaching faculty members from different universities, we discovered help for the immediate impact of the all elements of servant leader behavior administration on universities performance. The findings add to servant leadership practices, in like manner to values-based administration, which conceivably may include novel literature regarding the relationship between servant leadership and performance of universities teachers. Implications form the last part of the paper.

scholarly journals SISTEM CUSTOMER SERVICE PT KERETA API INDONESIA (PERSERO) BERBASIS CHATBOT MENGGUNAKAN KOMPUTASI BAHASA

2021 ◽  
Vol 5 (1) ◽  
pp. 37-41
Author(s):  
Nia Shafira ◽  
◽  
Etin Martiana ◽  
Rengga Asmara
Keyword(s):  
Human Resources ◽  
Natural Language ◽  
Customer Service ◽  
Customer Loyalty ◽  
Service Provider ◽  
Language Modeling ◽  
Service Performance ◽  
Service Workers ◽  
New Approach ◽  
Automatic Information

As the main train service provider company in Indonesia, PT Kereta Api Indonesia (PT KAI) has many customers who need information. In order to maintain customer loyalty, PT KAI must respond quickly and be adaptive to technology to provide the best service to customers. Limited human resources make PT KAI unable to serve customers simultaneously, so customers often have to wait for a response. In order to provide the best service, automatic messages are needed in order to help customer service performance respond quickly and at the same time with no cost, access anytime and anywhere. This study proposes a new approach with chatbots as a medium for conveying automatic information quickly and simultaneously. This chatbot is made with a computational language that focuses on natural language modeling and cosine similarity as a method for calculating the proximity of inputs and databases. This research can help PT KAI's customer service workers to answer customer needs automatically.

scholarly journals THE CONCEPT OF SERVANT LEADERSHIP AS CONTEMPORARY PHILOSOPHY OF MANAGEMENT

2021 ◽  
Vol 12 (2) ◽  
pp. 45-41
Author(s):  
T. Kychkyruk ◽  
◽  
H. Salata ◽  
Keyword(s):  
Servant Leadership ◽  
Well Being ◽  
Modern World ◽  
Servant Leader ◽  
Business World ◽  
Multidisciplinary Analysis ◽  
New Type ◽  
Common Goals ◽  
High Level ◽  
Globalized World

The modern world needs a new type of leader who develops a vision of the future for his / her followers and encourages them to be ready for it. These leaders ensure changes, they are not focused that much on the behavior of their followers / subordinates and on controlling their behavior. On the contrary, they are focused on the development of initiative and support becoming the servants of those they have to lead. The concept of servant l eadership is derived from the ideas of Robert K. Greenleaf. As R. Greenleaf states, it all starts with a natural urge – the desire to serve. The motto of this thought is "A good leader is primarily a servant". The task of the leader is to achieve common goals by ensuring the well-being of followers and subordinates. Servant leadership is an attempt to become better, to become the person others would gladly follow. Such an idealistic vision of a leader as a servant is fruitful and is paid off even in a very competitive business world. A servant leader builds an organized and creative team, and this type of leadership involves the development of organizational culture which demonstrates a high level of trust. Being a servant leader means to help people overcome obstacles and get the tools and resources they need to perform better; to be an example; to facilitate the work of others; to be willing to do what others do. This model of leadership implies a "flattening" of hierarchies: a boss is a friend who listens to those who are with him/her rather than a person who decides what is best for them. This type of leadership has the powerful potential in today’s globalized world. The article aims to analyze the concept of servant leadership. The authors have used an interpretive research paradigm and multidisciplinary analysis.

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