Purpose

This study aims to examine the influence of paradoxical leadership (PLSH) on the extra-role service behavior of frontline employees. It analyzes not only direct but also indirect influence through mechanisms that improve the learning (self-improvement) and communication (voice) capabilities of hospitality employees.

Design/methodology/approach

Data were gathered through structured questionnaires administered to a sample of frontline employees from Spanish hotels. A structural equations model was used to evaluate the theoretical model proposed.

Findings

The results show both a direct positive effect of PLSH on extra-role service and a mediating effect of employees’ improvement-oriented behaviors on this relationship. These results support the idea that employees under paradoxical leaders seek both self-improvement and organizational improvement through their voice to provide guests with excellent service.

Research limitations/implications

The findings extend understanding of PLSH’s effects on the hospitality industry through its impact on extra-role service, an essential element of hotel success.

Originality/value

This study addresses the lack of research on hospitality leadership by analyzing the effects of PLSH on employees’ communication and learning behaviors, as well as on their extra-role service. The authors argue that some behaviors that help hotels compete (e.g. extra-role service) can have paradoxical implications for employees.

中文翻译：

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矛盾领导对酒店业角色外服务的影响

目的

本研究旨在检验矛盾领导（PLSH）对一线员工角色外服务行为的影响。它通过提高酒店员工的学习（自我提升）和沟通（语音）能力的机制，不仅分析了直接影响，还分析了间接影响。

设计/方法/方法

数据是通过对西班牙酒店一线员工样本进行结构化问卷收集的。结构方程模型用于评估所提出的理论模型。

发现

结果表明，PLSH 对角色外服务有直接的积极影响，员工的改进导向行为在这种关系中具有中介作用。这些结果支持了这样一种观点，即矛盾型领导下的员工通过他们的声音寻求自我提升和组织改进，以为客人提供优质服务。

研究限制/影响

研究结果扩展了对 PLSH 通过其对角色外服务的影响对酒店业的影响的理解，这是酒店成功的一个基本要素。

原创性/价值

本研究通过分析 PLSH 对员工沟通和学习行为以及他们的角色外服务的影响，解决了酒店领导研究的缺乏。作者认为，一些有助于酒店竞争的行为（例如角色外服务）可能对员工产生矛盾的影响。