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The Effects of Leadership Style on Hotel Employees' Commitment to Service Quality

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Vol 50 No 2
Ronald A. Clark, Michael D. Hartline, and Keith C. Jones

Executive Summary:

One of the continuing challenges in the hotel industry is providing consistent levels of quality service across units. Although recruitment, selection, and training practices are often standardized across units (within a given market), front-line employees’ performance varies. This study examines the role that individual unit management plays in this process by looking at how a managers’ commitment to service quality and that person’s leadership style affects the way front-line employees do their job. The fundamental implication of our study is that managers who are committed to service quality and employ an empowering leadership style can create a transformational climate that conveys their commitment to quality service to their front-line employees. This leads to employees who are more likely to share the organization’s values, who understand their role in the organization, who are more satisfied with their jobs, and who perform at a higher level of quality in serving hotel guests.

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