SavedAdd your journal

Journals / Advances in Hospitality and Tourism Research (AHTR) / 2026 / Volume: 14 Issue: 2

The Effect of Leadership Styles on Organisational Loneliness and Prosocial Service Behaviours in Hotels

Necip Özdemir(KÜTAHYA DUMLUPINAR ÜNİVERSİTESİ)0000-0002-9440-5003
Oktay Emir(ANADOLU UNIVERSITY)0000-0002-7972-1980
Pages
—
Publication Date
2026-06-08
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The research results show that the democratic and servant LS negatively affect OL and positively affect PSB, while laissez-faire LS positively affect OL and negatively affect PSB.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Effective and efficient management of positive and negative behaviours of hotel employees towards customers and colleagues is important for the success of businesses.
📊
Key Findings & Data:Quantitative research methods were used in the research conducted with 785 hotel employees.
💡
Conclusion & Impact:The research results show that the democratic and servant LS negatively affect OL and positively affect PSB, while laissez-faire LS positively affect OL and negatively affect PSB.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Leadership styles · organisational loneliness · prosocial service behaviours

Abstract

Effective and efficient management of positive and negative behaviours of hotel employees towards customers and colleagues is important for the success of businesses. The aim of this study is to reveal the effects of autocratic, democratic, laissez-faire and servant leadership styles (LS) on organisational loneliness (OL) levels and prosocial service behaviours (PSB) of five-star hotel employees. Quantitative research methods were used in the research conducted with 785 hotel employees. The research results show that the democratic and servant LS negatively affect OL and positively affect PSB, while laissez-faire LS positively affect OL and negatively affect PSB. The research results are discussed in the context of relevant literature support, and theoretical and practical implications are presented.

🔖

Cite This Article

Özdemir, N., Emir, O. (2026). The Effect of Leadership Styles on Organisational Loneliness and Prosocial Service Behaviours in Hotels. Advances in Hospitality and Tourism Research (AHTR), Volume: 14 Issue: 2. https://doi.org/10.30519/ahtr.1549466

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (83)

  1. Ackfeldt, A. L., & Wong, V. (2006). The antecedents of prosocial service behaviours: An empirical investigation. The Service Industries Journal, 26(7), 727-745. https://doi.org/10.1080/02642060600898237
  2. Akanpaadgi, E., Valogo, M., & Akaligang, C. (2014). An assessment of the effects of leadership on the motivations of employees towards the achievement of organizational goals: A case study of the hospitality industry in the Bolgatanga municipality. European Journal of Business and Management, 6(24), 32-39. https://doi.org/10.7176/EJBM
  3. Akoğul, E., & Seçilmiş, C. (2018). Liderlik tarzları, tükenmişlik ve yaratıcılık ilişkisinin belirlenmesi: Ankara’da otel işletmelerinde bir uygulama. Al Farabi Uluslararası Sosyal Bilimler Dergisi, 2(2), 99-117. http://dx.doi.org/10.52642/susbed.1028284
  4. Aksu, G., Eser, M. T., & Güzeller, C. O. (2017). Açımlayıcı ve doğrulayıcı faktör analizi ile yapısal eşitlik modeli uygulamaları. Ankara: Detay Yayıncılık.
  5. Al-Ababneh, M. (2013). Leadership style of managers in five-star hotels and its relationship with employee’s job satisfaction. International Journal of Management & Business Studies, 3(2), 93-98. http://dx.doi.org/10.2139/ssrn.3633072
  6. Angın, T. (2019). Çok uluslu işletmelerde çalışan yalnızlığı ve örgütsel sinizm ilişkisinin belirlenmesine yönelik bir araştırma [Master's thesis, University of Dokuz Eylul, Faculty of business]. Repository of National Thesis Center. https://acikbilim.yok.gov.tr/handle/20.500.12812/551526
  7. Arslan, M. (2001). Yönetim ve Organizasyon. Ankara: Nobel Yayın Dağıtım.
  8. Ayazlar, G., & Güzel, B. (2014). The effect of loneliness in the workplace on organizational commitment. Social and Behavioral Sciences, 131, 319-325. http://dx.doi.org/10.1016/j.sbspro.2014.04.124
  9. Azila-Gbettor, E. M. (2023). Servant leadership and customer OCB: moderation effect of altruistic values amongst family hotels employees. Journal of Family Business Management, 13(2), 314-334. https://doi.org/10.1108/JFBM-08-2021-0083
  10. Bay, M., & Akpınar, S. (2017). Liderlik tarzları ve girişimcilik özellikleri üzerine bir uygulama. Journal of International Social Research, 10(52), 964-973. http://dx.doi.org/10.17719/jisr.2017.1950
  11. Bayighomog, S. W., & Araslı, H. (2019). Workplace spirituality–customer engagement Nexus: the mediated role of spiritual leadership on customer-oriented boundary–spanning behaviors. The Service Industries Journal, 39(7-8), 637-661. http://dx.doi.org/10.1080/02642069.2019.1570153
  12. Baytok, A., & Ergen, F. D. (2013). Hizmetkâr liderliğin örgütsel vatandaşlık davranışına etkisi: İstanbul ve Afyonkarahisar’daki beş yıldızlı otel işletmelerinde bir araştırma. İşletme Araştırmaları Dergisi, 5(4), 105-132. http://dx.doi.org/10.35408/comuybd.570335
  13. Bettencourt, L. A., & Brown, S. W. (1997). Contact employee: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39–61. http://dx.doi.org/10.1016/s0022-4359(97)90014-2
  14. Büyüköztürk, Ş. (2005). Sosyal Bilimler İçin Veri Analizi El Kitabı. Ankara: Pegem Akademi Yayıncılık. http://dx.doi.org/10.14527/9789756802748
  15. Cai, Z., Mao, Y., Gong, T., Xin, Y., & Lou, J. (2023). The effect of servant leadership on work resilience: evidence from the hospitality industry during the COVID-19 period. International Journal of Environmental Research and Public Health, 20(2), 1322. https://doi.org/10.3390/ijerph20021322
  16. Carrington, J. (2015). Loneliness in the workplace- how can we address it? Comment health and safety. Retrieved December 3, 2021, from http://www.hrreview.co.uk/special-editions/wellbeing-focusweek-2015/loneliness-in-the-workplace/53751
  17. Çelik, N. (2017). Konaklama işletmelerinde hizmetkâr liderlik algılamalarının örgütsel özdeşleşme ve iş tatmini üzerine etkisi: Konya ili örneği [Doctoral thesis, University of Selcuk, Faculty of business]. Repository of National Thesis Center. https://acikbilim.yok.gov.tr/handle/20.500.12812/443131
  18. Çevik, S., & Akoğlan Kozak, M. (2010). Değişim yönetiminde dönüşümcü liderlik ve hizmetkâr liderlik. In Çolakoğlu, O. E. (Ed.), 11th Ulusal Turizm Kongresi 2010 (pp. 80- 87), University of Adnan Menderes. http://dx.doi.org/10.14527/9786053184010.05
  19. Cheng, J. C., & Chen, C. Y. (2017). Job resourcefulness, work engagement and prosocial service behaviors in the hospitality industry. International Journal of Contemporary Hospitality Management, 29(10), 2668-2687. http://dx.doi.org/10.1108/ijchm-01-2016-0025
  20. Cinnioğlu, H., & Turan, H. Y. (2020). Leadership style and its relationship with employee’s organizational identification: Evidence from the hotel businesses in Turkey. Business & Management Studies: An International Journal, 8(4), 875-901. http://dx.doi.org/10.15295/bmij.v8i4.1603
  21. Çizel, B., Selçuk, O., & Atabay, E. (2020). Ortak yöntem yanlılığı üzerine sistematik bir yazın taraması. Anatolia: Turizm Araştırmaları Dergisi, 31(1), 7-18. https://doi.org/10.17123/atad.713552
  22. Çullu Kaygısız, N. (2016). Otel işletmelerinde içsel pazarlama uygulamalarının işgörenlerin hizmet verme yatkınlığı ve olumlu sosyal davranışları üzerine etkisi: Nevşehir örneği [Master's thesis, University of Nevsehir Hacı Bektas Veli, Faculty of tourism business]. Repository of University of Nevsehir Hacı Bektas Veli. https://acikerisim.nevsehir.edu.tr/handle/20.500.11787/188
  23. Deniz, S. (2019). Effect of loneliness ın the workplace on employees’ job performance: A study for hospital employees. International Journal of Health Services Research and Policy, 4(3), 214-224. http://dx.doi.org/10.33457/ijhsrp.641706
  24. Doğan, T., Çetin, B., & Sungur, M. Z. (2009). İş yaşamında yalnızlık ölçeği Türkçe formunun geçerlilik ve güvenilirlik çalışması. Anadolu Psikiyatri Dergisi, 10(6), 271-277. http://dx.doi.org/10.18394/iid.954387
  25. Eltarhuni, A., Alhudiri, A., Almanfi, A., & Elbakosh, I. (2020). The Impact of Leadership Styles On Organizational Citizenship Behaviours Among Employees Working at Hospital. Global Scientific Journal, 8(1), 1641-1650.
  26. Emilisa, N., & Kusumaditra, R. (2021). Servant leadership’s dimensions and deviant workplace behavior: Perspective at five-star hotels in Jakarta Indonesia. Journal of Management Info, 8(1), 56-67. https://doi.org/10.31580/jmi.v8i1.1869
  27. Erdem, O., & Dikici, A. M. (2009). Liderlik ve kurum kültürü etkileşimi. Elektronik Sosyal Bilimler Dergisi, 8(29), 198-213.
  28. Ergun Özler, D. (2013). Liderlik. In Koparal, C., & Özalp, İ. (Eds.), Yönetim ve Organizasyon (pp.94-123), Eskişehir: AÖF Yayın No: 2944.
  29. Eroğluer, K., & Yılmaz, Ö. (2015). Etik liderlik davranışlarının algılanan örgüt iklimi üzerine etkisine yönelik bir uygulama: İş yaşamında yalnızlık duygusunun aracılık etkisi. İşletme Araştırmaları Dergisi, 7(1), 280-308. http://dx.doi.org/10.26466/opus.706649
  30. Erol, G. (2012). Liderlik tarzları ve örgütsel sessizlik ilişkisi: Otel işletmelerinde bir araştırma [Master's thesis, University of Balıkesir, Faculty of Tourism Business]. Repository of National Thesis Center. https://acikbilim.yok.gov.tr/handle/20.500.12812/63351
  31. Fuller, C. M., Simmering, M. J., Atinc, G., Atinc, Y., & Babin, B. J. (2016). Common methods variance detection in business research. Journal of Business Research, 69(8), 3192-3198.
  32. Gençer Çelik, G., Taşkıran, E., Aydıngün, G., & Öngel, G. (2023). Identifying the effect of leader-member exchange on workplace loneliness: the role perceived insider status. Journal of Current Researches on Social Sciences, 13(3), 559-578. https://doi.org/10.26579/jocress.13.3.14
  33. Ghrairi, A. M. (2024). Impact of leadership style on job satisfaction and organizational citizenship behavior: The mediating role of management control systems. Corporate Ownership & Control, 21(1), 146–157. https://doi.org/10.22495/cocv21i1art12
  34. Gümüş Dönmez, F., & Topaloğlu, C. (2020). Otel çalışanlarında algılanan örgütsel destek, iş yeri yalnızlığı ve iş tatmini ilişkisi. İş ve İnsan Dergisi, 7(2), 311-324. http://dx.doi.org/10.18394/iid.703526
  35. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. (2006). Multivariate data analysis: Pearson education. New Jersey: Hoboken.
  36. Jung, H. S., Hwang, Y. H., & Yoon, H. H. (2023). Impact of hotel employees’ psychological well-being on job satisfaction and pro-social service behavior: moderating effect of work–life balance. Sustainability, 15(15), 1-16. https://doi.org/10.3390/su151511687
  37. Jung, H. S., Song, M. K., & Yoon, H. H. (2021). The effects of workplace loneliness on work engagement and organizational commitment: Moderating roles of leader-member exchange and coworker exchange. Sustainability, 13 (2), 948. https://doi.org/10.3390/su13020948
  38. Kaplan, M., & Uzun, A. (2017). Hizmetkâr liderlik algılamalarının tükenmişlik üzerindeki etkisi: Otel işletmelerinde bir araştırma. Nevşehir Hacı Bektaş Veli Üniversitesi SBE Dergisi, 7(1), 14-26. http://dx.doi.org/10.30783/nevsosbilen.409552
  39. Keçecioğlu, T. (1998). Liderlik ve Liderler. İstanbul: KalDer Yayınları No:24.
  40. Khairy, H. A., & Mahmoud, R. H. (2022). Damping the relationship between work pressure and presenteeism through servant leadership in hotels. Journal of Tourism, Hotels and Heritage, 5(2), 15-31.
  41. Khuong, M. N., & Khanh, L. K. (2016). The Influence of leadership styles on employee mood and job performance: A study of hotels and restaurants in Ho Chi Minh city, Vietnam. International Journal of Trade, Economics and Finance, 7(4), 140-147. https://doi.org/10.18178/ijtef.2016.7.4.513
  42. Kılıç, K. C., & Aydın, Y. (2016). Hizmetkâr liderlik ölçeğinin Türkçe uyarlaması: Güvenirlik ve geçerlik çalışması. KMÜ Sosyal ve Ekonomik Araştırmalar Dergisi, 18(30), 106-113. http://dx.doi.org/10.17679/inuefd.302675
  43. Kloutsiniotis, P. V., Mihail, D. M., Mylonas, N., & Pateli, A. (2022). Transformational leadership, HRM practices and burnout during the COVID-19 pandemic: The role of personal stress, anxiety, and workplace loneliness. International journal of hospitality management, 102(103177), 1-14. https://doi.org/10.1016/j.ijhm.2022.103177
  44. Lam, W. L., & Lau, D. C. (2012). Feeling lonely at work: Investigating the consequences of unsatisfactory workplace relationships. The International Journal of Human Resource Management, 23(20), 4265-4282. http://dx.doi.org/10.1080/09585192.2012.665070
  45. Lee, Y., Nam, J., Park, D., & Ah Lee, K. (2006). What factors influence customer‐oriented prosocial behavior of customer‐contact employees?. Journal of Services Marketing, 20(4), 251-264. http://dx.doi.org/10.1108/08876040610674599
  46. Liden, R. C., Sandy J. W., D. Meuser, J., Hu, J., Wu, J., & Liao, C. (2015). Servant leadership: Validation of a short form of the SL-28. Leadership Quarterly, 26(2), 254-269. http://dx.doi.org/10.1016/j.leaqua.2014.12.002
  47. Luthans, F. (2011). Organizational Behavior. New Jersey: McGraw-Hill.
  48. Malik, S. Z., Saleem, M., & Naeem, R. (2016). Effect of leadership styles on organizational citizenship behaviour in employees of telecom sector in Pakistan. Pakistan Economic and Social Review, 54(2), 385-406.
  49. Masood, S., Siddiqui, G. K., Lodhi, H., & Shahotelaz, S. (2020). Effect of leadership styles on organizational citizenship behavior and employee turnover intention. Journal of Accounting and Finance in Emerging Economies, 6(2), 487-495. https://doi.org/10.26710/jafee.v6i2.1200
  50. Mathieu, C., & Babiak, P. (2015). Tell me who you are, I'll tell you how you lead: Beyond the full-range leadership model, the role of corporate psychopathy on employee attitudes. Personality and Individual Differences, 87, 8–12. https://doi.org/10.1016/j.paid.2015.07.016
  51. McPherson, M., Smith-Lovin, L., & Brashears, M. E. (2006). Social isolation in America: changes in core discussion networks over two decades. American Sociological Review, 71(3), 353-375. http://dx.doi.org/10.1177/000312240607100301
  52. Mughal, M. F., Cai, S., Faraz, N. A., Haiying, C., & Poulova, P. (2024). Green servant leadership and employees’ workplace green behavior: Interplay of green self-efficacy, green work engagement, and environmental passion. Current Psychology, 43(33), 26806-26822. https://doi.org/10.1007/s12144-024-06320-x
  53. Northouse, P. G. (2013). Leadership: Theory and Practice. Thousand Oaks, CA: Sage.
  54. Örücü, E., Akgül, V., & Şeker, C. (2019). Personel güçlendirme ve güç mesafesinin, iş yerinde yalnızlık duygusu ile işten ayrılma niyeti üzerindeki etkisi: Gönen termal örneği. Türk Turizm Araştırmaları Dergisi, 3(4), 882-901. http://dx.doi.org/10.26677/tr1010.2019.217
  55. Özdemir, N. (2017). Algılanan hizmetkâr liderliğin presentizm üzerindeki etkisi: Frigya bölgesi örneği [Master's thesis, University of Afyon Kocatepe, Faculty of tourism business]. Repository of National Thesis Center. https://acikbilim.yok.gov.tr/handle/20.500.12812/26513
  56. Özdemir, N., & Gül Yılmaz. E. (2019). Algılanan hizmetkâr liderliğin presentizm (edimsizlik) üzerindeki etkisi: Frigya bölgesi. Anatolia: Turizm Araştırmaları Dergisi, 30(3), 198-209. https://doi.org/10.17123/atad.656015
  57. Öztekin, A. (1996). Yönetim ve liderlik. Türk Dünyası Sosyal Bilimler Dergisi, 1, 183-194.
  58. Page, R., & Cole, G. (1991). Demographic predictors of self-reported loneliness in adults. Psychological Reports, 68(3), 939-945. http://dx.doi.org/10.2466/pr0.1991.68.3.939
  59. Rabiul, M. K., & Yean, T. F. (2021). Leadership styles, motivating language, and work engagement: An empirical investigation of the hotel industry. International Journal of Hospitality Management, 92, 1-10. http://dx.doi.org/10.1016/j.ijhm.2020.102712
  60. Rabiul, M. K., Patwary, A. K., Mohamed, A. E., & Rashid, H. O. (2022). Leadership styles, psychological factors, and employee commitment to service quality in the hotel industry. Journal of Quality Assurance in Hospitality & Tourism, 23(4), 853-881. https://doi.org/10.1080/1528008X.2021.1913695
  61. Rabiul, M. K., Shamsudin, F. M., Yean, T. F., & Patwary, A. K. (2023). Linking leadership styles to communication competency and work engagement: evidence from the hotel industry. Journal of Hospitality and Tourism Insights, 6(2), 425-446. https://doi.org/10.1108/JHTI-09-2021-0247
  62. Radwan, H. R. I. (2020). Leadership styles in the hotel sector and ıts effect on employees’ creativity and organizational commitment. International Journal of Social and Business Sciences, 14(3), 169-179.
  63. Rao, H. M., & Zaidi, U. (2020). How different perceived leadership styles have an influence on organisational commitment on tourism Smes? African Journal of Hospitality, Tourism and Leisure, 9(1), 1-17.
  64. Ray, S., & Ray, I. D. (2012). Understanding democratic leadership: some key issues and perception with reference to India’s freedom movement. Afro Asian Journal of Social Sciences, 3(3), 1-26.
  65. Ruiz-Palomino, P., & Zoghoteli-Manrique-de-Lara, P. (2020). How and when servant leaders fuel creativity: The role of servant attitude and intrinsic motivation. International Journal of Hospitality Management, 89, 102537. https://doi.org/10.1016/j.ijhm.2020.102537
  66. Ruiz-Palomino, P., Yáñez-Araque, B., Jiménez-Estévez, P., & Gutiérrez-Broncano, S. (2022). Can servant leadership prevent hotel employee depression during the COVID-19 pandemic? A mediating and multigroup analysis. Technological Forecasting and Social Change, 174, 121192. https://doi.org/10.1016/j.techfore.2021.121192
  67. Sabuncuoğlu, Z., & Tüz, M. (2008). Örgütsel Psikoloji. İstanbul: Alfa Aktüel Basım Yayın.
  68. Sîrbu, A. A., & Dumbravă, A. C. (2019). Loneliness at work and job performance: The role of burnout and extraversion. Psihologia Resurselor Umane, 17(1), 7-18.
  69. Spears, C. L. (2010). Character and servant leadership: Ten characteristics of effective, caring leaders. The Journal of Virtues & Leadership, 1(1), 25-30.
  70. Sun, X., Li, K., & Cheng, J. (2024). How does despotic leadership thwart frontline employees’ role-related service behaviors? A psychological empowerment perspective. Journal of Hospitality and Tourism Management, 58, 39-50. https://doi.org/10.1016/j.jhtm.2023.11.006
  71. Taherdoost, H., Sahibuddin, S., & Jalaliyoon, N. (2022). Exploratory factor analysis; concepts and theory. Advances in Applied and Pure Mathematics, 27, 375-382.
  72. Taş, A., Çelik, K., & Tomul, E. (2007). Yenilenen ilköğretim programının uygulandığı ilköğretim okullarındaki yöneticilerin liderlik tarzları. Pamukkale Üniversitesi Eğitim Fakültesi Dergisi, 22(22), 85-98.
  73. Teng, H. Y., & Yi, O. (2022). How and when authentic leadership promotes prosocial service behaviors: A moderated mediation model. International Journal of Hospitality Management, 104, 103227. https://doi.org/10.1016/j.ijhm.2022.103227
  74. Topaloğlu, C., & Dalgın, T. (2013). Algılanan liderlik tarzı ve örgütsel bağlılık ilişkisi, Marmaris’te yer alan beş yıldızlı otel işletmeleri üzerinde bir uygulama. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 16(29), 277-301.
  75. Tsaur, S. H., Wang, C. H., Yen, C. H., & Liu, Y. C. (2014). Job standardization and service quality: The mediating role of prosocial service behaviors. International Journal of Hospitality Management, 40, 130-138. https://doi.org/10.1016/j.ijhm.2014.04.004
  76. Tuan, L. T. (2018). Driving employees to serve customers beyond their roles in the Vietnamese hospitality industry: The roles of paternalistic leadership and discretionary HR practices. Tourism Management, 69, 132–144. http://dx.doi.org/10.1016/j.tourman.2018.06.007
  77. Türk, O., Suiçer, M., & Doğan, Y. (2023). The mediating role of organizational identification in the effect of organizational support perceptions of employees in accommodation businesses on their prosocial service behaviors. OPUS Journal of Society Research, 20(52), 266-275. https://doi.org/10.26466/opusjsr.1228975
  78. Wang, Z., Ye, Y., Huang, Q., Liu, X., & Fan, Y. (2024). Fostering employee customer-oriented boundary spanning behaviors: The role of inclusive leadership. Journal of Travel Research, 63(5), 1169-1182. https://doi.org/10.1177/00472875231187889
  79. Wright, S. L. (2005). Loneliness in the workplace [Doctoral dissertation, University of Canterbury]. Repository of UC Library. http://dx.doi.org/10.26021/8420
  80. Wright, S. L., Burt, C. D. B., & Strongman, K. T. (2006). Loneliness in the workplace: construct definition and scale development. New Zealand Journal of Psychology, 3(2), 59-68.
  81. Yang, F., & Wen, D. (2021). Combating workplace loneliness climate and enhancing team performance: The roles of leader humor and team bureaucratic practices. Journal of Business Research, 136, 305-315. http://dx.doi.org/10.1016/j.jbusres.2021.07.053
  82. Yeşiltaş, M., Kanten, P., & Sormaz, Ü. (2013). Otantik liderlik tarzının prososyal hizmet davranışları üzerindeki etkisi: konaklama işletmelerine yönelik bir uygulama. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 42(2), 333-350. http://dx.doi.org/10.18070/erciyesiibd.1282770
  83. Zia, M. Q., Naveed, M., Bashir, M. A., & Iqbal, A. (2021). The influence of servant leadership on employees' outcomes via job embeddedness in hospitality industry. Journal of Hospitality and Tourism Insights, 5(3), 612-628. http://dx.doi.org/10.1108/jhti-01-2021-0003