Influence of Leadership Styles on Employees Commitment to Service Quality

Abstract

Leadership style plays an important role in influencing the employees of any organization and this research study is focused on three star hotel employees in Tamilnadu. The study was made with conceptual model famed by Ronald clark (2009). The study has the following objectives: to analyze the impact of participative and empowering styles of leadership qualities on frontline ECSQ, to assess the relationship among employees attributes and to analyze the mediating role of participative and empowering leadership styles on MCSQ and the employees role clarity, to assess the mediating role of participative and empowering leadership styles on commitment to service quality by management and the employees shared customer oriented values and to access the mediating role of participative and empowering leadership styles on MCSQ and the employees’ job satisfaction. Based on the objectives fourteen hypotheses have been framed to test the significance of the influence of the leadership styles with employees job satisfaction, role clarity and shared customer oriented values. Two sets of questionnaires based on standard scales were used in the study, one for managers of the hotels and other for the front line employees of the hotel. Boot strapping was performed to obtain the statistical significance of path coefficients using a t-test. The indirect and total effects were measured using Smart PLS. Sobels test was performed for mediation analysis. The findings of the research are (i) participative leadership style is found to be the more suitable style of leadership for Hotel managers since it has significant influence of employees attributes of satisfaction in job, clarity in role shared values. Besides the other findings are also presented.

Keywords: Leadership Styles, Hotel Leaders, Employees Commitment, Service Quality

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