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This study examines the influence of servant leadership on customer service performance by focusing on the mediating role of intrinsic motivation and the moderating role of fear of COVID-19 in the tourism industry. Data collected from 198 front-line employees were used to test our hypotheses. The findings indicate that servant leadership can promote front-line employees’ performance and intrinsic motivation. Employees’ intrinsic motivation partly mediates the influence of servant leadership on their customer service performance. Moreover, this mediating relationship is moderated by fear of COVID-19.
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Cát et al. (2022) studied this question.
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