Participative leadership and service recovery performance: a moderated mediation model
Journal of Service Theory and Practice
ISSN: 2055-6225
Article publication date: 13 June 2023
Issue publication date: 15 June 2023
Abstract
Purpose
Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.
Design/methodology/approach
Data were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.
Findings
The results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.
Practical implications
This study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.
Originality/value
The present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.
Keywords
Citation
Khan, M.A.S., Jianguo, D., Jin, S., Saeed, M. and Khalid, A. (2023), "Participative leadership and service recovery performance: a moderated mediation model", Journal of Service Theory and Practice, Vol. 33 No. 4, pp. 537-555. https://doi.org/10.1108/JSTP-07-2022-0146
Publisher
:Emerald Publishing Limited
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