How autonomy-supportive leaders influence employee service performance: a multilevel study

貢獻的翻譯標題: 自主支持領導與服務員工的工作績效:一個跨層次研究

Chih Ting Shih, Shu Ling Chen, Minston Chao*

*此作品的通信作者

研究成果: 期刊稿件文章同行評審

14 引文 斯高帕斯(Scopus)

摘要

Although self-determination theory has important implications for service management literature and implies that leader autonomy support is critical to facilitating successful service delivery, surprisingly, little is known about how leader autonomy support influences employees to enhance service performance. By adopting the perspective that leaders act as key agents of organization, we argue that psychological contract fulfillment plays a pivotal role in transmitting the cross-level effect of leader autonomy support to work engagement, which in turn leads to enhanced service performance. Hierarchical linear regression analysis of time-lagged data collected at two points in time from 600 service employees of 39 gas stations in Taiwan support our predictions. The findings suggest that a leader’s autonomy support is an effective way to foster employees’ experience of psychological contract fulfillment to increase their involvement at work and customer service performance. This study stresses the importance of autonomy leadership development programs in organizations in service industries, where a mixed labor composition of full-time and part-time workers is prevalent.

貢獻的翻譯標題 自主支持領導與服務員工的工作績效:一個跨層次研究
原文英語
頁(從 - 到)630-651
頁數22
期刊Service Industries Journal
42
發行號7-8
DOIs
出版狀態已出版 - 2022

文獻附註

Publisher Copyright:
© 2019 Informa UK Limited, trading as Taylor & Francis Group.

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