ArticleFrontiers in psychology2019
Multilevel Impacts of Transformational Leadership on Service Quality: Evidence From China.
Article in Frontiers in psychology, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 6 papers.
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Who cites it
6 citing papers in PubMed.
- From leadership humility to customer satisfaction: a study of employee engagement in the Chinese service industry.Frontiers in psychology · 2025Article
- Digital Leadership's Influence on Individual Creativity and Employee Performance: A View through the Generational Lens.Behavioral sciences (Basel, Switzerland) · 2023Article
- Extending Theory of Planned Behavior to Understand Service-Oriented Organizational Citizen Behavior.Frontiers in psychology · 2022Article
- Factors Affecting Employee's Retention: Integration of Situational Leadership With Social Exchange Theory.Frontiers in psychology · 2022Article
- The Impact of Transformational Leadership on Employee Retention: Mediation and Moderation Through Organizational Citizenship Behavior and Communication.Frontiers in psychology · 2020Article
- Organizational Cronyism as an Antecedent of Ingratiation: Mediating Role of Relational Psychological Contract.Frontiers in psychology · 2019Article
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Authors and funding
3 authors.
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Abstract
In service contexts, leaders' efforts to maintain and enhance employees' service quality are vital to organizational performance. However, few studies have investigated the mechanisms underlying the relationship between transformational leadership (TFL) and employees' service quality across levels. Based on the theory of planned behavior, this study investigated the multilevel impacts of TFL on employees' service quality and the multilevel mechanisms mediating this relationship. Data were collected from 208 managers and 1,431 employees at 223 branches (chain restaurants) of a large catering corporation in southern China. The results showed that stronger TFL significantly improved employees' service quality at both individual and branch level. Affective commitment and psychological empowerment partially mediated the relationship between individual-level TFL and employees' service quality. Branch-level service climate fully mediated the relationship between branch-level TFL and employees' service quality.
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Registered trials
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