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Service Leadership, Work Engagement and Service Performance: The Moderating Role of Leader Skills

Zheng, Y.; Graham, L.; Epitropaki, O.; Snape, E.

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Authors

Y. Zheng



Abstract

By using social learning theory, the Job Demands-Resources model and Idiosyncrasy credit theory, the present study casts additional light on the explanatory mechanisms underlying the effects of service leadership on service performance. We specifically examine employee work engagement as an important mediator of this relationship and further explore the moderating role of leader task-based professional and managerial skills on the indirect relationship between service leadership and service performance via work engagement. Drawing upon 903 leader-follower dyads nested in 187 teams, with data collected from two sources, we find that after controlling for transformational leadership, employees’ work engagement mediates the relationship between service leadership and followers’ service performance. Furthermore, the results support the moderating role of task-based professional skills, but not of managerial skills. Specifically, the indirect effect of service leadership on service performance via work engagement is stronger when leaders display high levels of task-based professional skills. Theoretical and practical implications of these findings are discussed.

Citation

Zheng, Y., Graham, L., Epitropaki, O., & Snape, E. (2020). Service Leadership, Work Engagement and Service Performance: The Moderating Role of Leader Skills. Group and Organization Management, 45(1), 43-74. https://doi.org/10.1177/1059601119851978

Journal Article Type Article
Acceptance Date Apr 28, 2019
Online Publication Date Jun 4, 2019
Publication Date Feb 1, 2020
Deposit Date May 7, 2019
Publicly Available Date May 7, 2019
Journal Group and Organization Management
Print ISSN 1059-6011
Electronic ISSN 1552-3993
Publisher SAGE Publications
Peer Reviewed Peer Reviewed
Volume 45
Issue 1
Pages 43-74
DOI https://doi.org/10.1177/1059601119851978
Public URL https://durham-repository.worktribe.com/output/1331343

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Accepted Journal Article (294 Kb)
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Copyright Statement
Zheng, Y., Graham, L., Epitropaki, O. & Snape, E. (2020). Service Leadership, Work Engagement and Service Performance: The Moderating Role of Leader Skills. Group & Organization Management 45(1): 43-74. Copyright © The Author(s) 2019 . DOI: 10.1177/1059601119851978





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