2,916
Views
0
CrossRef citations to date
0
Altmetric
Research Article

Servant leadership and customer service performance: testing social learning and social exchange-informed motivational pathways

, , ORCID Icon, &
Pages 506-519 | Received 04 Sep 2021, Accepted 05 Feb 2023, Published online: 16 Feb 2023

References

  • Algoe, S. B., Haidt, J., & Gable, S. L. (2008). Beyond reciprocity: Gratitude and relationships in everyday life. Emotion, 8(3), 425–429. https://doi.org/10.1037/1528-3542.8.3.425
  • Bandura, A. (1977). Social learning theory. Prentice-Hall.
  • Bass, B. M. (1985). Leadership and performance beyond expectations. Free Press.
  • Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. The Journal of Applied Psychology, 86(1), 29–41. https://doi.org/10.1037/0021-9010.86.1.29
  • Blau, P. (1964). Exchange and power in social life. Wiley.
  • Bliese, P. D. (2000). Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. In K. J. Klein & S. W. J. Kozlowski (Eds.), Multilevel theory, research and methods in organizations: Foundations, extensions, and new directions (pp. 349–381). Jossey-Bass.
  • Bowen, D. E., & Lawler, E. E. (1995). Empowering service employees. Sloan Management Review, 36(4), 73–84.
  • Bowen, D. E., & Schneider, B. (2014). A service climate synthesis and future research agenda. Journal of Service Research, 17(1), 5–22. https://doi.org/10.1177/1094670513491633
  • Brislin, R. W. (1986). The wording and translation of research instruments. In W. J. Lonner & J. W. Berry (Eds.), Field methods in cross-cultural research (pp. 136–164). Sage.
  • Chen, Z., Zhu, J., & Zhou, M. (2015). How does servant a servant leadership fuel the service fire? A multilevel model of servant leadership, individual self-identity, group competition climate, and customer service performance. The Journal of Applied Psychology, 100(2), 511–521. https://doi.org/10.1037/a0038036
  • Chiniara, M., & Bentein, K. (2016). Linking servant leadership to individual performance: Differentiating the mediating role of autonomy, competence, and relatedness need satisfaction. The Leadership Quarterly, 27(1), 124–141. https://doi.org/10.1016/j.leaqua.2015.08.004
  • Chiniara, M., & Bentein, K. (2018). The servant leadership advantage: When perceiving low differentiation in leader-member relationship quality influences team cohesion, team task performance and service OCB. The Leadership Quarterly, 29(2), 333–345. https://doi.org/10.1016/j.leaqua.2017.05.002
  • Cropanzano, R., Anthony, E. L., Daniels, S. R., & Hall, A. V. (2017). Social exchange theory: A critical review with theoretical remedies. The Academy of Management Annals, 11(1), 479–516. https://doi.org/10.5465/annals.2015.0099
  • Donia, M. B. L., Raja, U., Panaccio, A., & Wang, Z. (2016). Servant leadership and employee outcomes: The moderating role of subordinates’ motives. European Journal of Work and Organizational Psychology, 25(5), 722–734. https://doi.org/10.1080/1359432X.2016.1149471
  • Ehrhart, M. G. (2004). Leadership and procedural justice climate as antecedents of unit-level organizational citizenship behavior. Personnel Psychology, 57(1), 61–94. https://doi.org/10.1111/j.1744-6570.2004.tb02484.x
  • Elche, D., Ruiz-Palomino, P., & Linuesa Langreo, J. (2020). Servant leadership and organizational citizenship behavior: The mediating effect of empathy and service climate. International Journal of Contemporary Hospitality Management, 22(6), 2035–2053. https://doi.org/10.1108/IJCHM-05-2019-0501
  • Emmons, R. A. (2004). The psychology of gratitude. An introduction. In R. A. Emmons & M. E. McCullough (Eds.), The psychology of gratitude (pp. 3–16). Oxford University Press.
  • Eva, N., Robin, M., Sendjaya, S., Van Dierendonck, D., & Liden, R. C. (2019). Servant leadership: A systematic review and call for future research. The Leadership Quarterly, 30(1), 111–132. https://doi.org/10.1016/j.leaqua.2018.07.004
  • Fehr, R., Fulmer, A., Awtrey, E., & Miller, J. A. (2017). The grateful workplace: A multilevel model of gratitude in organizations. Academy of Management Review, 42(2), 361–381. https://doi.org/10.5465/amr.2014.0374
  • Ford, M. T., Wang, Y., Jin, J., & Eisenberger, R. (2018). Chronic and episodic anger and gratitude towards the organization: Relationships with organizational and supervisor supportiveness and extrarole behavior. Journal of Occupational Health Psychology, 23(2), 175–187. https://doi.org/10.1037/ocp0000075
  • Frese, M., Kring, W., Soose, A., & Zempel, J. (1996). Personal initiative at work: Differences between East and West Germany. Academy of Management Journal, 39(1), 37–63. https://doi.org/10.2307/256630
  • Gilson, J. L., Mathieu, J. E., Shalley, C. E., & Ruddy, T. M. (2005). Creativity and standardization: Complementary or conflicting drivers of team effectiveness? Academy of Management Journal, 48(3), 521–531. https://doi.org/10.5465/amj.2005.17407916
  • Gouldner, A. W. (1960). The norm of reciprocity. American Sociological Review, 25(2), 165–167. https://doi.org/10.2307/2092623
  • Greenleaf, R. K. (1977). Servant leadership. Paulist Press.
  • Greenleaf, R. K. (1998). The power of servant leadership. Berret-Koehler.
  • Griffin, M. A., Neal, A., & Parker, S. K. (2007). A new model of work role performance: Positive behavior in uncertain and interdependent contexts. Academy of Management Journal, 50(2), 327–347. https://doi.org/10.5465/amj.2007.24634438
  • Hofmann, D. A., Morgeson, F. P., & Gerras, S. J. (2003). Climate as a moderator of the relationship between leader-member exchange and content specific citizenship: Safety climate as an exemplar. The Journal of Applied Psychology, 88(1), 170–178. https://doi.org/10.1037/0021-9010.88.1.170
  • Hong, Y., Liao, H., Raub, S., & Han, J. H. (2016). What it takes to get proactive: An integrative multilevel model of the antecedents of personal initiative. The Journal of Applied Psychology, 101(5), 687–701. https://doi.org/10.1037/apl0000064
  • Howell, I. P., Dorfman, P. W., & Kerr, S. (1986). Moderator variables in leadership research. Academy of Management Review, 11(1), 88–102. https://doi.org/10.2307/258333
  • Hunter, E. M., Neubert, M. J., Perry, S. J., Witt, L. A., Penney, L. M., & Weinberger, E. (2013). Servant leaders inspire servant followers: Antecedents and outcomes for employees and the organization. The Leadership Quarterly, 24(2), 316–331. https://doi.org/10.1016/j.leaqua.2012.12.001
  • Iacobucci, D., & Duhachek, A. (2003). Advancing alpha: Measuring reliability with confidence. Journal of Consumer Psychology, 13(4), 478–487. https://doi.org/10.1207/S15327663JCP1304_14
  • Jaramillo, F., Bande, B., & Varela, J. (2015). Servant leadership and ethics: A dyadic examination of supervisor behaviors and salesperson perceptions. Journal of Personal Selling & Sales Management, 35(2), 108–124. https://doi.org/10.1080/08853134.2015.1010539
  • Jaramillo, F., Grisaffe, D. B., Chonko, L. B., & Roberts, J. A. (2009). Examining the impact of servant leadership on sales force performance. Journal of Personal Selling Sales Management, 29(3), 257–275. https://doi.org/10.2753/PSS0885-3134290304
  • Johns, G. (2018). Advances in the treatment of context in organizational research. Annual Review of Organizational Psychology and Organizational Behavior, 5(1), 21–46. https://doi.org/10.1146/annurev-orgpsych-032117-104406
  • Kauppila, O. -P., Ehrnrooth, M., Makela, K., Smale, A., Sumelius, J., & Vuorenmaa, H. (2022). Serving to help and helping to serve: Using servant leadership to influence beyond supervisory relationships. Journal of Management, 48(3), 764–790. https://doi.org/10.1177/0149206321994173
  • Lawler, E. J. (2001). An affect theory of social exchange. The American Journal of Sociology, 107(2), 321–352. https://doi.org/10.1086/324071
  • Lee, A., Lyubovnikova, J., Tian, A. W., & Knight, C. (2019). Servant leadership: A meta-analytic examination of incremental contribution, moderation, and mediation. Journal of Occupational and Organizational Psychology, 93(1), 1–44. https://doi.org/10.1111/joop.12265
  • Lemoine, G. J., & Blum, T. C. (2021). Servant leadership, leader gender, and team gender role: Testing a female advantage in a cascading model of performance. Personnel Psychology, 74(1), 3–28. https://doi.org/10.1111/peps.12379
  • Lemoine, G. J., Eva, N., Meuser, J. D., & Falotico, P. (2021). Organizational performance with a broader focus: The case for a stakeholder approach to leadership. Business Horizons, 64(4), 401–413. https://doi.org/10.1016/j.bushor.2020.10.007
  • Lemoine, G. J., Hartnell, C. A., & Leroy, H. (2019). Taking stock of moral approaches to leadership: An integrative review of ethical, authentic, and servant leadership. The Academy of Management Annals, 13(1), 148–187. https://doi.org/10.5465/annals.2016.0121
  • Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41–58. https://doi.org/10.2307/20159559
  • Liden, R. C., Wayne, S. J., Liao, C., & Meuser, J. D. (2014). Servant leadership and serving culture: Influence on individual and unit performance. Academy of Management Journal, 57(5), 1434–1452. https://doi.org/10.5465/amj.2013.0034
  • Ma, L. K., Tunney, R. J., & Ferguson, E. (2017). Does gratitude enhance prosociality? A meta-analytic review. Psychological Bulletin, 143(6), 601–635. https://doi.org/10.1037/bul0000103
  • Madison, K., & Eva, N. (2019). Social exchange or social learning: A theoretical fork in road for servant leadership researchers. In S. Sendjaya (Ed.), Leading for high performance in Asia (ChapterVol. 7, pp. 133–158). Springer Nature Singapore Pte Ltd.
  • Mayer, D., Bardes, M., & Piccolo, R. F. (2008). Do servant leaders help satisfy follower needs? An organizational justice perspective. European Journal of Work and Organizational Psychology, 17(2), 180–197. https://doi.org/10.1080/13594320701743558
  • McCullough, M. E., Emmons, R. A., & Tsang, J. (2002). The grateful disposition: A conceptual and empirical topography. Journal of Personality and Social Psychology, 82(1), 112–127. https://doi.org/10.1037/0022-3514.82.1.112
  • McCullough, M. E., Kilpatrick, S. D., Emmons, R. A., & Larson, D. B. (2001). Is gratitude a moral affect? Psychological Bulletin, 127(2), 249–266. https://doi.org/10.1037/0033-2909.127.2.249
  • Mittal, R., & Dorfman, P. W. (2012). Servant leadership across cultures. Journal of World Business, 47(4), 555–570. https://doi.org/10.1016/j.jwb.2012.01.009
  • Muthén, L. K., & Muthén, B. O. (1998-2018). Mplus user’s guide (8th Eds ed.). Muthén & Muthén.
  • Netemeyer, R. G., Maxham, J. G., III, & Pullig, C. (2005). Conflicts in the work-family interface: Links to job stress, customer service employee performance and customer purchase intent. Journal of Marketing, 69(2), 130–143. https://doi.org/10.1509/jmkg.69.2.130.60758
  • Neubert, M. J., Hunter, E. M., & Tolentino, R. C. (2016). A servant leader and their stakeholders: When does organizational structure enhance a leader’s influence? The Leadership Quarterly, 27(6), 896–910. https://doi.org/10.1016/j.leaqua.2016.05.005
  • Ng, T. W. H. (2016). Embedding employees early on: The importance of workplace respect. Personnel Psychology, 69(3), 599–633. https://doi.org/10.1111/peps.12117
  • Panaccio, A., Henderson, D. J., Liden, R. C., Wayne, S. J., & Cao, X. (2015). Towards an understanding of when and why servant leadership accounts for employee extra-role behaviors. Journal of Business and Psychology, 30(4), 657–675. https://doi.org/10.1007/s10869-014-9388-z
  • Preacher, K. J., & Selig, J. P. (2012). Advantages of Monte Carlo confidence intervals for indirect effects. Communication Methods and Measures, 6(2), 77–98. https://doi.org/10.1080/19312458.2012.679848
  • Raub, S., & Liao, H. (2012). Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. The Journal of Applied Psychology, 97(3), 651–667. https://doi.org/10.1037/a0026736
  • Rolstad, S., Adler, J., & Ryden, A. (2011). Response burden and questionnaire length: Is shorter better? A review and meta-analysis. Value in Health: The Journal of the International Society for Pharmacoeconomics and Outcomes Research, 14(8), 1101–1108. https://doi.org/10.1016/j.jval.2011.06.003
  • Ruiz-Palomino, P., & Zoghbi-Manrique de Lara, P. (2020). How and when servant leaders fuel creativity: The role of servant attitude and intrinsic motivation. International Journal of Hospitality Management, 89, 1–12. https://doi.org/10.1016/j.ijhm.2020.102537
  • Salancik, G. R., & Pfeffer, J. (1978). A social information processing approach to job attitudes and task design. Administrative Science Quarterly, 23(2), 224–253. https://doi.org/10.2307/2392563
  • Sawyer, K. B., Thoroughgood, C. N., Stilwell, E. E., Duffy, M. K., Scott, K. L., & Adair, E. A. (2022). Being present and thankful: A multi-study investigation of mindfulness, gratitude, and employee helping behavior. The Journal of Applied Psychology, 117(2), 240–262. https://doi.org/10.1037/apl0000903
  • Schepers, J., Falk, T., de Ruyter, K., de Jong, A., & Hammerschmidt, M. (2012). Principles and principals: Do customer stewardship and agency control compete or complement when shaping frontline employee behavior? Journal of Marketing, 76(6), 1–20. https://doi.org/10.1509/jm.11.0112
  • Sendjaya, S., & Sarros, J. C. (2002). Servant leadership: It’s origin, development, and application in organizations. Journal of Leadership & Organizational Studies, 9(2), 57–64. https://doi.org/10.1177/107179190200900205
  • Snijders, T. A. B., & Bosker, R. J. (2012). Multilevel analysis: An introduction to basic and advanced multilevel modeling. Sage Publishing.
  • Spence, J. R., Brown, D. J., Keeping, L. M., & Lian, H. (2014). Helpful today, but not helpful tomorrow? Feeling grateful as a predictor of daily organizational citizenship behaviors. Personnel Psychology, 67(3), 705–738. https://doi.org/10.1111/peps.12051
  • Subramony, M., & Pugh, D. (2015). Service management research: Review, integration, and future directions. Journal of Management, 41(1), 349–373. https://doi.org/10.1177/0149206314557158
  • Sun, J., Liden, R. C., & Ouyang, L. (2019). Are servant leaders appreciated? An investigation of how relational attributions influence employee feelings of gratitude and prosocial behaviors. Journal of Organizational Behavior, 40(5), 528–540. https://doi.org/10.1002/job.2354
  • Taber, K. S. (2018). The use of cronbach’s alpha when developing and reporting research instruments in science education. Research in Science Education, 48(6), 1273–1296. https://doi.org/10.1007/s11165-016-9602-2
  • Tsang, J. A. (2006). Gratitude and prosocial behavior: An experimental test of gratitude. Cognition & Emotion, 20(1), 138–148. https://doi.org/10.1080/02699930500172341
  • Van Dierendonck, D. (2011). Servant leadership: A review and synthesis. Journal of Management, 37(4), 1228–1261. https://doi.org/10.1177/0149206310380462
  • Van Dierendonck, D., Stam, D., Boersma, P., De Windt, N., & Alkema, J. (2014). Same difference? Exploring the differential mechanisms linking servant leadership and transformational leadership to follower outcomes. The Leadership Quarterly, 25(3), 544–562. https://doi.org/10.1016/j.leaqua.2013.11.014
  • Walumbwa, F. O., Hartnell, C. A., & Oke, A. (2010). Servant leadership, procedural justice climate, service climate, employee attitudes, and organizational citizenship behavior: A cross-level investigation. The Journal of Applied Psychology, 95(3), 517–529. https://doi.org/10.1037/a0018867
  • Wang, Z., Xu, H., & Liu, Y. (2018). Servant leadership as a driver of employee service performance: Test of a trickle-down model and its boundary conditions. Human Relations, 71(9), 1179–1203. https://doi.org/10.1177/0018726717738320
  • Wood, A. M., Froh, J. J., & Geraghty, A. W. A. (2010). Gratitude and well-being: A review and theoretical integration. Clinical Psychology Review, 30(7), 890–905. https://doi.org/10.1016/j.cpr.2010.03.005
  • Wu, J., Liden, R. C., Liao, C., & Wayne, S. J. (2021). Does manager servant leadership lead to follower serving behaviors? It depends on follower self-interest. The Journal of Applied Psychology, 106(1), 152–167. https://doi.org/10.1037/apl0000500
  • Zou, W., Tian, Q., & Liu, J. (2015). Servant leadership, social exchange relationships, and follower’s helping behavior: Positive reciprocity belief matters. International Journal of Hospitality Management, 51, 147–156. https://doi.org/10.1016/j.ijhm.2015.08.012