How Servant Leadership Influence Employee Service Quality of Fitness Centers During COVID-19: The Interacting Effects of Self-Efficacy

References

• General Office of the State Council. Guiding opinions of the State Council on accelerating the development of the fitness and leisure industry. Available from: http://www.gov.cn/zhengce/content/2016-10/28/content_5125475.htm. Accessed July 10, 2022.
   Google Scholar
• Anderson N, De Dreu CKW, Nijstad BA. The routinization of innovation research: a constructively critical review of the state-of-The-science. J Organ Behav. 2004;25(2):147–173. doi:10.1002/job.236
   Web of Science ®Google Scholar
• Zhu L, Huang YL. Agency: the transition mode of community sports fitness clubs from “isomorphism” to “decoupling”. J Beijing Sport Univ. 2019;42(7):65–73.
   Google Scholar
• Charoensukmongkol P. Does entrepreneurs’ improvisational behavior improve firm performance in time of crisis? Manag Res Rev. 2021;45(1):26–46. doi:10.1108/MRR-12-2020-0738
   Web of Science ®Google Scholar
• Kontoghiorghes C, Awbrey S, Feurig P. Examining the relationship between learning organization dimensions and change adaptation, innovation as well as organizational performance. Hum Resour Dev Q. 2005;16(2):185–212. doi:10.1002/hrdq.1133
   Google Scholar
• Liden RC, Wayne SJ, Zhao H, et al. Servant leadership: development of a multidimensional measure and multi-level assessment. Leadership Quart. 2008;19(2):161–177. doi:10.1016/j.leaqua.2008.01.006
   Web of Science ®Google Scholar
• Krog CL, Govender K. The relationship between servant leadership and employee empowerment, commitment, trust and innovative behaviour: a project management perspective. Hum Resour Manag J. 2015;13(1):1–12.
   Google Scholar
• Lee A, Lyubovnikova J, Tian AW, et al. Servant leadership: a meta-analytic examination of incremental contribution, moderation, and mediation. J Occup Organ Psych. 2020;93(1):1–44. doi:10.1111/joop.12265
   Web of Science ®Google Scholar
• Dawson JF. Moderation in management research: what, why, when, and how. J Bus Psychol. 2014;29(1):1–19. doi:10.1007/s10869-013-9308-7
   Web of Science ®Google Scholar
• Uhl-Bien M. Relational leadership theory: exploring the social processes of leadership and organizing. Leadership Quart. 2006;17(6):654–676. doi:10.1016/j.leaqua.2006.10.007
   Web of Science ®Google Scholar
• Sundbo J. Customer-based innovation of knowledge e-services: the importance of after-innovation. Int J Serv Technol M. 2008;9(3–4):218–233. doi:10.1504/IJSTM.2008.019704
   Google Scholar
• Yang J, Liu H, Gu J. A multi-level study of servant leadership on creativity The roles of self-efficacy and power distance. Leadersh Organ Dev J. 2017;38:610–629. doi:10.1108/LODJ-10-2015-0229
   Web of Science ®Google Scholar
• Rodriguez-Carvajal R, Herrero M, van Dierendonck D, et al. Servant leadership and goal attainment through meaningful life and vitality: a diary study. J Happiness Stud. 2019;20(2):499–521. doi:10.1007/s10902-017-9954-y
   Web of Science ®Google Scholar
• Shen J, Benson J. When CSR is a social norm: how socially responsible human resource management affects employee work behavior. J Manage. 2016;42(6):1723–1746.
   Web of Science ®Google Scholar
• Tajfel H, Turner JC. The social identity theory of intergroup behavior. In: Political Psychology. Psychology Press; 2004:276–293.
   Google Scholar
• Ehrhart MG. Leadership and procedural justice climate as antecedents of unit-level organizational citizenship behavior. Pers Psychol. 2004;57(1):61–94. doi:10.1111/j.1744-6570.2004.tb02484.x
   Web of Science ®Google Scholar
• Newman A, Schwarz G, Cooper B, et al. How servant leadership influences organizational citizenship behavior: the roles of LMX, empowerment, and proactive personality. J Bus Ethics. 2017;145(1):49–62. doi:10.1007/s10551-015-2827-6
   Web of Science ®Google Scholar
• Riggs ML, Warka J, Babasa B, et al. Development and validation of self-efficacy and outcome expectancy scales for job-related applications. Educ Psychol Meas. 1994;54(3):793–802. doi:10.1177/0013164494054003026
   Web of Science ®Google Scholar
• Ling Q, Lin MZ, Wu XY. The trickle-down effect of servant leadership on frontline employee service behaviors and performance: a multilevel study of Chinese hotels. Tour Manag. 2016;52:341–368. doi:10.1016/j.tourman.2015.07.008
   Web of Science ®Google Scholar
• De Clercq D, Belausteguigoitia I. The relationship between tenacity and knowledge exchange in a Mexican organization: moderating effects of within-work and work-family role conflict. J Leadersh Org Stud. 2017;24(2):246–260. doi:10.1177/1548051816664680
   Web of Science ®Google Scholar
• Edwards JR. The study of congruence in organizational-behavior research - critique and a proposed alternative. Organ Behav Hum Decis Process. 1994;58(1):51–100. doi:10.1006/obhd.1994.1029
   Web of Science ®Google Scholar
• Zarei M, Supphellen M, Bagozzi RP. Servant leadership in marketing: a critical review and a model of creativity-effects. J Bus Res. 2022;153:172–184. doi:10.1016/j.jbusres.2022.08.013
   Web of Science ®Google Scholar
• Phungsoonthorn T, Charoensukmongkol P. How does mindfulness help university employees cope with emotional exhaustion during the COVID-19 crisis? The mediating role of psychological hardiness and the moderating effect of workload. Scand J Psychol. 2022;63:449–461. doi:10.1111/sjop.12826
   PubMed Web of Science ®Google Scholar
• Suthatorn P, Charoensukmongkol P. Effects of trust in organizations and trait mindfulness on optimism and perceived stress of flight attendants during the COVID-19 pandemic. Person Rev. 2022. doi:10.1108/PR-06-2021-0396
   Web of Science ®Google Scholar
• Stajkovic AD, Luthans F. Social cognitive theory and self-efficacy: going beyond traditional motivational and behavioral approaches. Organ Dyn. 1998;26:62–74. doi:10.1016/S0090-2616(98)90006-7
   Web of Science ®Google Scholar
• Hobfoll SE. Social and psychological resources and adaptation. Rev General Psychol. 2002;6:307–324. doi:10.1037/1089-2680.6.4.307
   Web of Science ®Google Scholar
• Gouldner AW. The norm of reciprocity: a preliminary statement. Am Soc Rev. 1960;161–178. doi:10.2307/2092623
   Web of Science ®Google Scholar
• Gould-Williams J, Davies F. Using social exchange theory to predict the effects of HRM practice on employee outcomes. Public Manag Rev. 2005;7:1–24. doi:10.1080/1471903042000339392
   Web of Science ®Google Scholar
• Zhang YC, Zheng YY, Zhang L, Xu S, Liu X, Chen W. A meta-analytic review of the consequences of servant leadership: the moderating roles of cultural factors. Asia Pacific J Manag. 2021;38:371–400. doi:10.1007/s10490-018-9639-z
   Web of Science ®Google Scholar
• Charoensukmongkol P. How Chinese Expatriates’ cultural intelligence promotes supervisor-subordinate guanxi with Thai employees: the mediating effect of expatriates’ benevolence. Int J Cross Cultur Manag. 2021;21:9–30. doi:10.1177/1470595821996735
   Web of Science ®Google Scholar
• Liu PQ, Shi JX. Transmission of service from leader to followers: a parallel multiple mediator model. Soc Behav Pers. 2018;46:769–782. doi:10.2224/sbp.6653
   Web of Science ®Google Scholar
• Feltz DL, Riessinger CA. Effects of invivo emotive imagery and performance feedback on self-efficacy and muscular endurance. J Sport Exercise Psy. 1990;12:132–143. doi:10.1123/jsep.12.2.132
   Web of Science ®Google Scholar
• Westbrook KW, Peterson RM. Servant leadership effects on salesperson self-efficacy, performance, job satisfaction, and turnover intentions. J Bus Ind Mark. 2022;29:153–175.
   Google Scholar
• Ji Y, Yoon HJ. The effect of servant leadership on self-efficacy and innovative behaviour: verification of the moderated mediating effect of vocational calling. Adm Sci Q. 2021;11:39.
   Google Scholar
• Alikhani Z, Shahriari M. How does servant leadership increase the competitiveness of startup teams? The mediating role of employees’ self-efficacy. Int J Innovat Manag. 2022;26:2250021.
   Web of Science ®Google Scholar
• Charoensukmongkol P, Pandey A. The influence of cultural intelligence on sales self-efficacy and cross-cultural sales presentations: does it matter for highly challenge-oriented salespeople? Manag Res Rev. 2020;43:1533–1556. doi:10.1108/MRR-02-2020-0060
   Web of Science ®Google Scholar
• Driver C, Johnston R. Understanding service customers: the value of hard and soft attributes. J Serv Res. 2001;4:130–139. doi:10.1177/109467050142005
   Google Scholar
• Qiu SP, Dooley LM, Xie L. How servant leadership and self-efficacy interact to affect service quality in the hospitality industry: a polynomial regression with response surface analysis. Tour Manag. 2020;78:104051. doi:10.1016/j.tourman.2019.104051
   Web of Science ®Google Scholar
• Hayes AF. Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach. USA: Guilford publications; 2017.
   Google Scholar
• Naranjo PB, Fernández PS, Dorado AD, et al. Global customer satisfaction and its components in local sports services: a discriminant analysis. J Sports Econ Manag. 2012;2:16–33.
   Google Scholar