NDLI: Multilevel model of transformational leadership and service quality: Testing mediation role of psychological empowerment

Content Provider	IEEE Xplore Digital Library
Author	Su Fang-guo
Copyright Year	2013
Description	Author affiliation: Sch. of Manage., Shenzhen Univ., Shenzhen, China (Su Fang-guo)
Abstract	The current literatures seldom talk about the multilevel impact of transformational leadership (TFL) on employee service quality and the influence of mediation mechanism between transformational leadership and employee service quality. This study aims to discuss the impact of transformational leadership on employee service quality in terms of individual perspective and branch perspective respectively and to exam the mediation mechanism of psychological empowerment for transformational leadership and employee service quality. Data collected from multiple sources involving 142 managers, 1058 employees of 144 branch (chain restaurants). Through Hierarchical Linear Model (HLM), the results revealed: individual-level transformational leadership and branch-level transformational leadership can significantly improve employee service quality; employee psychological empowerment partially mediated the individual-level relationship between individual-level transformational leadership and employee service quality. Theoretical and practical implications of these findings are discussed.
Starting Page	1355
Ending Page	1362
File Size	318337
Page Count	8
File Format	PDF
ISBN	9781479904730
ISSN	21551855
e-ISBN	9781479904747
DOI	10.1109/ICMSE.2013.6586448
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2013-07-17
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Correlation service quality psychological empowerment Psychology Lead HLM Indexes Reliability transformational leadership Mediation Standards
Content Type	Text
Resource Type	Article

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