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| Author: | Clark, R. A. Hartline, M. D. Jones, K. C. |
| Title: | The effects of leadership style on hotel employees' commitment to service quality |
| Journal: | Cornell hospitality quarterly: hospitality leadership through learning
2009 : MAY, VOL 50:2 p. 209-231 |
| Index terms: | hotel management leadership styles service quality customers USA |
| Freeterms: | excellence |
| Language: | eng |
| Abstract: | The study investigates how a manager's leadership style has an influence on service quality and the way customer-contact employees do their job. The study was made contacting the marketing directors of nine midlevel U.S hotel chains that have similar characteristics and sent them an interview related to as well the service quality as the leadership style. The findings reveal that the 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 frontline employees. The behaviour of the manager results in the employees who are more likely to share the organization's values, understand their role in the organization, are more satisfied with their jobs, and perform at a higher level of quality in serving hotel guests. |
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