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How Can Servant Leaders Foster Public Employees’ Service-Oriented Behaviors? A Multilevel Multisource Study in Canadian Libraries
Public Administration Review ( IF 8.144 ) Pub Date : 2021-07-13 , DOI: 10.1111/puar.13416
Kathleen Bentein 1 , Marie‐Ève Lapalme 1 , Sylvie Guerrero 1 , Xavier Parent‐Rocheleau 2 , Gilles Simard 1
Affiliation  

Servant leadership, a leadership style that focuses on leading by serving, is well suited to supporting frontline employees’ service-oriented behaviors in the public sector. However, we still know little about how servant leaders shape these behaviors in this specific context. Drawing on social learning theory, relational identity, and service linkage research, this article addresses this gap and tests a model in which servant leadership is related to service-oriented behaviors through customer orientation at the individual level and through service climate at the group level. The research hypotheses were tested, using a multilevel model, on a sample of 922 employees, 86 supervisors, and 9,547 citizens nested in 86 Canadian libraries. Results show that servant leaders are associated with high service-oriented behaviors through the ability to strengthen individual customer orientation and service climate. Overall, this article highlights that developing servant leaders may help public organizations reach their goal of serving citizens better.

中文翻译:

仆人式领导如何培养公职人员的服务导向行为?加拿大图书馆的多层次多源研究

服务型领导是一种以服务为主导的领导风格,非常适合支持公共部门一线员工的服务型行为。然而,我们仍然对仆人式领导者在这种特定情况下如何塑造这些行为知之甚少。本文利用社会学习理论、关系认同和服务联系研究,解决了这一差距,并测试了一个模型,在该模型中,服务型领导通过个人层面的客户导向和群体层面的服务氛围与服务导向行为相关。研究假设使用多层次模型在加拿大 86 个图书馆的 922 名员工、86 名主管和 9,547 名公民的样本上进行了测试。结果表明,仆人式领导通过加强个人客户导向和服务氛围的能力与高度的服务导向行为相关联。总体而言,本文强调培养仆人式领导可以帮助公共组织实现更好地为公民服务的目标。
更新日期:2021-07-13
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