The effects of leadership style on service quality: enrichment or depletion of innovation behaviour and job standardisation

CCUR > College of Business > Department of Business Administration & Graduate Institute of International Business Administration > periodical articles > Item 987654321/45540

Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/45540

Title:	The effects of leadership style on service quality: enrichment or depletion of innovation behaviour and job standardisation
Authors:	Chang, HT (Chang, Huo-Tsan) Chou, YJ (Chou, Yu-Jia) Miao, MC (Miao, Min-Chih) Liou, JW (Liou, Jia-Wen)
Contributors:	國企系
Keywords:	service quality transformational and transactional leadership innovation behaviour job standardisation the job characteristics model
Date:	2021
Issue Date:	2019-12-25 15:01:22 (UTC+8)
Abstract:	Quality service is a potential advantage for hotels in the competitive hotel industry; moreover, leadership style plays an important role in determining service quality. Some researchers have suggested that innovation behaviour directly affects service quality, while others contend that quality improves with greater job standardisation. These contentions are somewhat contradictory; as such, we used Hackman and Oldham's job characteristics model and W. R. Scott's institutional theory to explore the influencing route of the effect of leadership style on service quality through the enrichment or depletion processes related to the linking roles of innovation behaviour and job standardisation. A survey was conducted across 52 international tourist hotels and 52 standard hotels in Taiwan. Our findings reveal that in international tourist hotels, transformational leadership enriched service quality through innovation behaviour but depleted service quality through job standardisation; in standard hotels, transactional leadership enriched service quality through job standardisation but depleted service quality through innovation behaviour. Practical implications and suggestions for future research are discussed.
Relation:	TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 卷 32, 期 5-6, 頁 676 - 692 2021
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] periodical articles

Files in This Item:

File	Description	Size	Format
index.html		0Kb	HTML	145	View/Open

View Licence

Loading...