The Role of Leadership Style on Frontline Employees’ Perceived Ethical Climate, Polychronicity and Service Recovery Performance: An Evaluation from Customer Service Development Perspective

Abstract

This empirical study aims to investigate the influence of leadership styles transformational and transactional on frontline employees’ FLEs perceived ethical climate, polychronicity, and service recovery performance in a service work setting in Malaysia. A total number of 249 questionnaires were gathered from a sample of full-time frontline hotel employees. The hypothesized relationships were tested using PLS-SEM Path analysis. Results based on the path analysis reveal that transactional leadership had more significant positive impact on ethical climate and service recovery performance. On the other hand, transformational leadership had more significant positive effect on FLEs’ polychronicity. As inconsistent with the study hypothesis, transformational leadership had no significant effect on FLEs’ service recovery performance. Theoretically, the current study by examining the untried effects and relationships such as the effect of leadership styles on polychronicity lends further contribution to the hospitality management literature.

Keywords

• Leadership Styles, Service Recovery Performance, Polychronicity, Ethical Climate

Liderlik Stillerinin Müşterilerle Yüz Yüze İrtibatlı Çalışanların Algılanan Etiksel İklim, Çok Yönlü İş Yapabilirlik ve Hataları Düzeltme Performansları Üzerindeki Rolü: Müşteri Servis Gelişimi Açısından Bir Değerlendirilme

Abstract

Bu ampirik çalışmanın amacı Malezya hizmet sektörü alanında dönüştürücü ve etkileşimci liderlik stilleri ile yüz yüze irtabatlı çalışanların algılanan etiksel iklim, çok yönlü iş yapabilirlik ve hataları düzeltme performansları arasında bir ilişki olup olmadığını araştırmaktır. Örneklem olarak ön büro otel çalışanlarından toplam 249 adet anket toplanmıştır. Çalışmanın hipotezleri PLS-SEM yol analizleri yöntemi kullanılarak test edilmiştir. Yol analizlerine göre, etkileşimci liderlik tipinin çalışanların algılanan etiksel iklim ve hataları düzeltme performansları üzerinde daha çok anlamlı pozitif bir etki yaptığı bulunmuştur. Çalışma hipotezine uyumsuz olarak dönüştürücü liderlik tipinin hataları düzeltme performansı üzerinde bir etkisi olmadığı bulunmuştur. Teorik olarak bu çalışma daha önce çalışılmamış etki ve ilişkileri araştırması hasebiyle servis yönetimi literatürüne ek bir katkı sunmaktadır

Keywords

• Liderlik Stilleri, Hataları Düzeltme Performansı, Çok Yönlü İş Yapabilirlik, Etiksel İklim

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