The effect of paradoxical leadership on extra-role service in the hospitality industry

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.

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.

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.

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.

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.