Mostafa, AMS (2019) Transformational Leadership and Restaurant Employees Customer-Oriented Behaviours: The Mediating Role of Organizational Social Capital and Work Engagement. International Journal of Contemporary Hospitality Management, 31 (3). pp. 1166-1182. ISSN 0959-6119
Abstract
Purpose:
This study aims to propose and test a sequential mediation model in which transformational leadership engenders organizational social capital (OSC), which, in turn, enhances customer-oriented behaviours through work engagement.
Design methodology approach:
The study’s model was tested using a sample of 229 floor staff from 23 casual dining restaurants in the UK. Multiple source data were used where transformational leadership, OSC and work engagement were rated by employees, while employees’ customer-oriented behaviours were rated by supervisors.
Findings:
The results of generalized multilevel structural equation modeling provided support for the proposed model and revealed that OSC and work engagement sequentially mediate the link between transformational leadership and customer-oriented behaviours.
Originality value:
The study addresses calls for research on the link between leadership and customer-oriented behaviours and the potential mechanisms through which this relationship may take place.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2019, Emerald Publishing Limited.This is an author produced version of a paper published in the International Journal of Contemporary Hospitality Management. Uploaded in accordance with the publisher's self-archiving policy. |
Keywords: | Transformational leadership, Customer-oriented behaviours, Organizational social capital, Work engagement, Casual dining restaurants |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Management Division (LUBS) (Leeds) > Management Division Organizational Behaviour (LUBS) |
Depositing User: | Symplectic Publications |
Date Deposited: | 15 Oct 2018 09:12 |
Last Modified: | 18 Jun 2019 07:52 |
Status: | Published |
Publisher: | Emerald |
Identification Number: | 10.1108/IJCHM-02-2018-0123 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:137051 |