Hotel Star Ratings And Perceptions Of Servant Leadership And Service Quality Provided By Front-Line Service Workers In Four-And Five-Star Hotels In Turkey:
Respondents working in five -star hotels reported lower levels of servant leadership with respondents working in four - and five=tar hotels indicating similar levels of service quality.
📌 3 Maddede Bu Makale
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Amaç & Hipotez:This research examined employee perceptions of servant leadership provided by their supervisors/managers and employees’ reports of service quality provided to clients by their hotels by front line workers employed in four- and five –star hotels in Turkey.
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Temel Bulgular & Veri:Data were collected from 221 front -line employees, a 37% response rate, 104 working in four-star hotels and 93 working in five-star hotels, using anonymously completed questionnaires.
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Sonuç & Katkı:Respondents working in five -star hotels reported lower levels of servant leadership with respondents working in four - and five=tar hotels indicating similar levels of service quality.
🔬Tür:Uygulamalı Anket & Alan Araştırması
📍Kapsam:2008 Verileri
⚙️Değişkenler:Social Exchange Theory · perceived organizational support · organizational identity
Abstract
This research examined employee perceptions of servant leadership provided by their supervisors/managers and employees’ reports of service quality provided to clients by their hotels by front line workers employed in four- and five –star hotels in Turkey. Data were collected from 221 front -line employees, a 37% response rate, 104 working in four-star hotels and 93 working in five-star hotels, using anonymously completed questionnaires. Consistent with other research on front-line workers, respondents were generally young, had relatively short organizational tenures, and had high school educations. Previously developed and validated measures of servant leadership (Liden, Wayne, Zhao & Henderson, 2008) and service quali ty (Parasuraman, Zeithaml & Berry, 1998) were used and both were found to be highly reliable in this study. Respondents working in five -star hotels reported lower levels of servant leadership with respondents working in four - and five=tar hotels indicating similar levels of service quality.
BURKE, R. J., KOYUNCU, M., ASHTAKOVA, M., EREN, D. (2014). Hotel Star Ratings And Perceptions Of Servant Leadership And Service Quality Provided By Front-Line Service Workers In Four-And Five-Star Hotels In Turkey:. ISGUC The Journal of Industrial Relations and Human Resources, Cilt: 16 Sayı: 3, 1–1. https://ajindex.com/articles/997976
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