Analysis reveals transformational leadership influences service behaviors in the hospitality industry, suggesting organizational pride plays a key role.
Purpose The study aims to investigate the relationship between transformational leadership (TFL) and service behavior, such as role-prescribed service behaviors extra-role service behaviors Atithi Devo Bhava (ADB) and service sabotage (SS) in the hospitality industry through the mediating role of organizational pride (OP). Design/methodology/approach This is a multi-wave cross-sectional study. It draws survey responses from executives working in various hotels in India, which were analyzed using Smart PLS and SPSS. Findings The findings indicate that leadership’s influence on work-deviant behavior is a significant outcome of the study. The study also provides empirical evidence that OP mediates the relationship between TFL and service behaviors. Originality/value The study offers novel insights into the impact of TFL on workers’ deviant service behavior and its influence on employees’ ADB through OP.
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Agrawal et al. (2025) studied this question.
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