What question did this study set out to answer?

To examine how and when leader humility influences subordinates' proactive customer service performance using conservation of resources theory, relational energy, and person–supervisor fit.

October 18, 2022International Journal of Contemporary Hospitality Management

How and when does leader humility promote followers’ proactive customer service performance?

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Authors

YPYan PengShanghai University JTJian TianXihua University XZXing ZhouXiamen University

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Implication

Survey study reveals leader humility enhances proactive customer service performance through relational energy in hotel employees, highlighting the value of humble leadership in hospitality.

Key Points

To examine how and when leader humility influences subordinates' proactive customer service performance using conservation of resources theory, relational energy, and person–supervisor fit.
Conducted a three-wave survey across 20 hotels in China, collecting N=467 valid questionnaires from frontline employees and their supervisors.
Tested a moderated mediation model using hierarchical regression analysis and the PROCESS computational procedure.
Leader humility significantly and positively facilitates followers' proactive customer service performance.
Relational energy serves as a significant mediating mechanism connecting leader humility to proactive customer service performance.
Person–supervisor fit moderates this pathway, significantly amplifying both the direct effect of leader humility on relational energy and its indirect effect on proactive customer service performance.

Cite This Study

Peng et al. (2022) studied this question.

synapsesocial.com/papers/6a706f336ceb2bbd16dfe24e https://doi.org/10.1108/ijchm-03-2022-0369

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Implication

Survey study reveals leader humility enhances proactive customer service performance through relational energy in hotel employees, highlighting the value of humble leadership in hospitality.

How and when does leader humility promote followers’ proactive customer service performance?

Discussion

Member takes

Implication

Key Points

Cite This Study

How and when does leader humility promote followers’ proactive customer service performance?

Discussion

Member takes

Implication

Key Points

Cite This Study

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Also Consider