How Does Servant Leadership Affect Extra-Role Customer Service Behavior in the Hotel Business: Role of Sensitivity to Treatment

Abstract

Extra-role customer service behavior is presently the root that helps hotels' ability to compete. Grounded on conservation theory this study investigates that servant leadership encourages extra-role customer service behavior among hospitality frontline employees through the intervening of work engagement and moderation of sensitivity to others treatment. We collected the study data in two waves by surveying 305 working for one-to-three-star hotels. Results confirm that servant leadership influences work engagement, ultimately contributing to explaining their extra-role customer service behavior. Results support the contingent impact of sensitivity on the hypothesized relationship. Our study offers guidance to practitioners on how to best implement servant leadership in order to encourage Extra-role customer service behavior.