TY - JOUR
T1 - The effect of servant leadership on customer value co-creation
T2 - A cross-level analysis of key mediating roles
AU - Hsiao, Chan
AU - Lee, Yi Hsuan
AU - Chen, Wan Jun
PY - 2015/8/1
Y1 - 2015/8/1
N2 - This study ascertained the effects of servant leadership on customer value co-creation (CVC) through key mediating roles in the hotel industry. We systematically integrated the three levels of organization, employee, and customer to investigate how servant leadership stimulates CVC through the key mediating roles of the positive psychological capital (PPC) and service-oriented organizational citizenship behavior (SOOCB) of employees. Hierarchical linear models were adopted for cross-level analyses, targeting 30 hotels in Taiwan. A total of 650 questionnaires was distributed, and 493 valid questionnaires were retrieved. This study provided three major contributions: (a) This study asserted that servant leadership can systematically stimulate CVC. (b) We shifted the discussions on CVC to the hotel industry, verifying that PPC and SOOCB play the key mediating roles. (c) Finally, this study adopted hierarchical linear models to conduct a cross-level analysis on the relationships among organizations, employees, and customers.
AB - This study ascertained the effects of servant leadership on customer value co-creation (CVC) through key mediating roles in the hotel industry. We systematically integrated the three levels of organization, employee, and customer to investigate how servant leadership stimulates CVC through the key mediating roles of the positive psychological capital (PPC) and service-oriented organizational citizenship behavior (SOOCB) of employees. Hierarchical linear models were adopted for cross-level analyses, targeting 30 hotels in Taiwan. A total of 650 questionnaires was distributed, and 493 valid questionnaires were retrieved. This study provided three major contributions: (a) This study asserted that servant leadership can systematically stimulate CVC. (b) We shifted the discussions on CVC to the hotel industry, verifying that PPC and SOOCB play the key mediating roles. (c) Finally, this study adopted hierarchical linear models to conduct a cross-level analysis on the relationships among organizations, employees, and customers.
KW - Customer value co-creation (CVC)
KW - Hierarchical linear model (HLM)
KW - Positive psychological capital (PPC)
KW - Servant leadership
KW - Service-oriented organizational citizenship behavior (OCB)
UR - http://www.scopus.com/inward/record.url?scp=84924371065&partnerID=8YFLogxK
U2 - 10.1016/j.tourman.2015.02.012
DO - 10.1016/j.tourman.2015.02.012
M3 - Article
AN - SCOPUS:84924371065
SN - 0261-5177
VL - 49
SP - 45
EP - 57
JO - Tourism Management
JF - Tourism Management
ER -