How Servant Leadership Influence Employee Service Quality of Fitness Centers During COVID-19: The Interacting Effects of Self-Efficacy.
Psychol Res Behav Manag
; 16: 801-815, 2023.
Article
in English
| MEDLINE | ID: covidwho-2269265
ABSTRACT
Purpose:
Drawing on conservation of resource theory, social cognitive theory and person-environment fit theory, this study aims to investigate the impact of servant leadership and self-efficacy on service quality in fitness centers. Patients andMethods:
Cross-sectional data came from 771 employees of fitness center. All participants completed the perceived servant leadership scale, self-efficacy scale and service quality scale. The polynomial regression and response surface analysis techniques were used to investigate the mediating influence and boundary conditions of self-efficacy.Results:
Self-efficacy acts as a mediator between servant leadership and employee service quality, with servant leadership having a positive, substantial impact on both. Meanwhile, regarding the relationship, the level of service quality is inversely correlated with the degree to which servant leadership and employee self-efficacy are aligned. The smaller the degree of alignment, the lower the level of employee service quality.Conclusion:
The findings of this study can help fitness centre practitioners better improve the service quality of employees through service-oriented servant leadership during the COVID-19 pandemic, thereby contributing to the development of the sports and service industries.
Full text:
Available
Collection:
International databases
Database:
MEDLINE
Type of study:
Experimental Studies
/
Observational study
/
Randomized controlled trials
Language:
English
Journal:
Psychol Res Behav Manag
Year:
2023
Document Type:
Article
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