Ethical Leadership in LTC: From Caregivers’ Customer Orientation to Senior’s Satisfaction and Well-Being

Figures & data

Table 1 Interactions of Ethical Leadership with the Employees’ and Customer-Related Outcomes

Basis	Linked Construct	References
Ethical Leadership	Customer Orientation	Bruno, Dell’Aversana & Zunino (2017), Tseng (2019), Kiaet al, (2017
	Customer Satisfaction	Ng & Luk (2019), Sun, Foscht, Eisingerich (2021), Santos et al, (2017), Margolis, Schwitzgebel, Ozer & Lyubomirsky (2019)
	Life Satisfaction	Nakamura, Delaney, Diener & VanderWeele (2022), Lin, Kao & Ying (2020), Mizan (2019), Bruno, Dell’Aversana & Zunino (2017), Santos, Salmazo da Silva & Gutierrez (2017)
	Interaction quality	Joon Choi & Sik Kim (2013), Eneizanet al, (2021), Keisu, Öhman & Enberg (2018), Feng, Wang, Lawton & Luo (2019)

Figure 1 Conceptual research model and the suggested relationships between the study variables.

Table 2 Sample of Caregivers and Seniors

Caregiver	Frequency	%	Senior	Frequency	%
Gender			Gender
Male	31	11,4	Male	78	28,2
Female	246	88,6	Female	199	71,8
Title			Age in LTC
Nurses	22	8,8	< 1	53	22,2
Technical/Caregiver	220	77,3	From 01 to 03	174	72,8
Other	35	13,9	>03	12	5
Education			Education
Technical/Caregiver	182	62	Primary	134	53
Graduated	92	36,8	High School /Technical	108	42,7
Master’s	3	1,2	Graduated/Master’s	11	4,3
Age			Age, years
18–34	139	44,6	< 70	57	20,7
34–50	101	40,4	70–90	193	69,9
> 51	37	15	> 90	27	9,4
Tenure	`		Marital status
< 1	68	28,6	Single	113	41,5
From 01 a 03	208	71	Widower/Divorced	129	47,4
>03	1	0,4	Married	30	11

Table 3 Metric Source and Standardized Regression Weights

Construct	Metrics	SRW	CR
ELS Scale. Brown et al, (2005); Treviño et al, 2003; Khan & Javed, 2018)^Citation63–65	Ethical leader	0.968
	Ethical person	0.919	9.184
	Moral Component of the Manager	0.998
	1. Can not be trusted	0.868	12,271
	2. Makes sure that employees are promoted in the organizations because they show ethical behaviour	0.872	12,317
	3. Acknowledges ethically valued behavior of employees	0.924	12,849
	4. Provides rewards to employees for ethically good behaviour	0.853	12,117
	5. His/her decisions have a positive influence on the well-being of the organization and other stakeholders	0.93	12,913
	6. Reprimands employees who show ethically flawed behaviour	0.826	11,822
	7. The observation of his/her ethical behaviors inspires employees to resolve ethical problems in principled ways	0.854	12,124
	8. His/her actions reflect his/her moral beliefs	0.705	12,443
	9. Employees find it difficult to solve ethical problems when the leader is away	0.64
	Moral Component of the Person	0.919	9.184
	1. Listens to what employees have to say	0.847	20,319
	2. Disciplines employees who violate ethical standards	0.808	18,444
	3. Conduct his/her personal life in an ethical manner	0.797	17,972
	4. Has the best interests of employees in mind	0.871	21,665
	5. Makes fair and balanced decisions	0.877	21,999
	6. Discusses business ethics or values with employees	0.823	19,161
	7. Sets an example of how to do things the right way in terms of ethics	0.915	24,458
	8. Defines success not just by results but also by the way that they are obtained	0.896
Customer Orientation Korschun et al (2014)^Citation66	9. When making decisions, asks, “what is the right thing to do?”	0.723
	1. I make every customer feel like he/she is the only customer	0.854
	2. I respond very quickly to customer requests	0.894	19,78
	3. I Always have the customer’s best interest in mind	0.904	20,162
	4. My number one priority is always customer loyalty	0.793	16,156
Customer Satisfaction Harris and Ezeh, (2008)^Citation67	1. I consider myself satisfied with the services of this hospital	0.93
	2. I will not avail services from any other hospitals if I can avail of the same services at this hospital	0.964	33,475
	3. This hospital would be my first choice	0.933	29,519
	4. I might suggest this hospital to my colleagues	0.939	30,151
Life Satisfaction Ed Diener, Robert A. Emmons, Randy J. Larsen, (2016)^Citation68	1. In most ways my life is close to my ideal	0.918
	2. The conditions of my life are excellent	0.955	30,812
	3. I am satisfied with my life	0.934	28,38
	4. So far, I have gotten the important things I want in life	0.969	32,571
	5. If I could live my life over, I would change almost nothing	0.958	31,225
Interaction Quality, Brady and Cronin, (2001)^Citation69	1. Overall, I would say the quality of my interaction with this firm’s employees is excellent	0.988	57,245
	2. I would say that the quality of my interaction with XYZ’s employees is high	0.972	69,666
	3. The attitude of XYZ’s employees demonstrates their willingness to help me (sp)	0.985	15,143

Table 4 Confirmatory of Discriminant Validity

Constructs	Ethical Leadership	Customer Orientation	Life Satisfaction	Customer Satisfaction	Interaction Quality	CR	AVE
Ethical Leadership	0.953					0.965	0.932
Customer Orientation	0.403	0.919				0.937	0.788
Life Satisfaction	0.255	0.554	0.927			0.921	0.896
Customer Satisfaction	0.334	0.698	0.684	0.919		0.953	0.836
Interaction Quality	0.345	0.641	0.572	0.688	0.938	0.921	0.928

Notes: In Bold: Main principal: Alpha Cronbach; Correlations under main diagonal.

Abbreviations: CR, Composite Reliability; AVE, Average Variance Extracted.

Table 5 Confirmatory of Discriminant Validity of Ethical Person and Ethical Manager on Customer Orientation

Relationships	Direct Effect	Hypotheses
Ethical leadership → Customer orientation	0.415***	H1 - Supported
Customer Orientation → Life Satisfaction	0.555***	H2 - Supported
Customer Orientation → Customer Satisfaction	0.702***	H3 - Supported
Customer Orientation → Interaction Quality	0.644***	H4 – Supported
Leadership individual effects
Ethical person → customer orientation	0.121***
Ethical manager → customer orientation	0.336***
Mediation	Effect	Bootstrap
Leader – CO – Interaction Quality	0,267 [0.159, 0.395]	At 95% bootstrap confidence interval
Leader – CO – Life Satisfaction	0.230 [0.134, 0.358]	At 95% bootstrap confidence interval
Leader – CO – Customer satisfaction	0.291 [0.169, 0.417]	At 95% bootstrap confidence interval

Note: (*** = p - / = 0.001).

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