Hotel Star Ratings And Perceptions Of Servant Leadership And Service Quality Provided By Front-Line Service Workers In Four-And Five-Star Hotels In Turkey:

Year 2014, Volume: 16 Issue: 3, 0 - 0, 01.09.2014

Ronald J. Burke Mustafa Koyuncu Marina Ashtakova Duygu Eren

Abstract

This research examined employee perceptions of servant leadership provided by their supervisors/managers and employees’ reports of service quality provided to clients by their hotels by front line workers employed in four- and five –star hotels in Turkey. Data were collected from 221 front -line employees, a 37% response rate, 104 working in four-star hotels and 93 working in five-star hotels, using anonymously completed questionnaires. Consistent with other research on front-line workers, respondents were generally young, had relatively short organizational tenures, and had high school educations. Previously developed and validated measures of servant leadership (Liden, Wayne, Zhao & Henderson, 2008) and service quali ty (Parasuraman, Zeithaml & Berry, 1998) were used and both were found to be highly reliable in this study. Respondents working in five -star hotels reported lower levels of servant leadership with respondents working in four - and five=tar hotels indicating similar levels of service quality.

Keywords

Social Exchange Theory, perceived organizational support, organizational identity, helping behavior, Mediating Role

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