Leadership Trust and Behavior Boost Employee Service Quality

DOI

10.2991/978-2-38476-052-7_54How to use a DOI?

Keywords

Paternalistic Leadership; Trust in Leaders; Customer-oriented organizational citizenship behavior; Service Quality

Abstract

This study aimed to investigate the effect of Indonesia's paternalistic leadership style on employee service quality in the heavy equipment industry, mediated by customer-oriented organizational citizenship behavior (CO-OCB) and trust in the leader (TIL). The researchers used a quantitative confirmatory factor analysis approach, distributing questionnaires to 1,660 employees in 20 branches of the largest heavy equipment dealer in Indonesia. The results showed that paternalistic leadership had a positive effect on CO-OCB, which was partially mediated by TIL, leading to an increase in employee service quality. The findings suggest that implementing paternalistic leadership can improve service quality in the heavy equipment industry. Practical implications and suggestions for future research are also discussed.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Christianto Utomo
AU  - Yanki Hartijasti
PY  - 2023
DA  - 2023/05/22
TI  - Leadership Trust and Behavior Boost Employee Service Quality
BT  - Proceedings of the International Conference on Intellectuals’ Global Responsibility (ICIGR 2022)
PB  - Atlantis Press
SP  - 495
EP  - 504
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-052-7_54
DO  - 10.2991/978-2-38476-052-7_54
ID  - Utomo2023
ER  -