The effect of ethical leadership on service recovery performance: A moderated mediation model of organizational virtuousness and trait mindfulness

被引：4
作者：
Ma, Ding [1 ]
Wajid, Nauman [2 ]
Anser, Muhammad Khalid [3 ]
Anjum, Zafar-Uz-Zaman [4 ]
Jia, Xiaoyun [5 ,6 ]
机构：
[1] Xiamen Univ, Grad Inst Taiwan Studies, Xiamen, Fujian, Peoples R China
[2] Natl Univ Sci & Technol, NUST Business Sch, Islamabad, Pakistan
[3] Super Univ, Fac Business & Management Sci, Lahore, Pakistan
[4] COMSATS Univ Islamabad, Dept Management Sci, Lahore Campus, Lahore, Punjab, Pakistan
[5] Foshan Univ, Business Sch, Foshan, Peoples R China
[6] Massey Univ, Coll Sci, Sch Nat & Computat Sci, Auckland, New Zealand
来源：
FRONTIERS IN PSYCHOLOGY | 2022年 / 13卷
关键词：
ethical leadership; organizational virtuousness; service recovery performance; trait mindfulness; frontline employees; WORK; PERCEPTIONS; PERSPECTIVE; ROLES;
D O I：
10.3389/fpsyg.2022.1036099
中图分类号：
B84 [心理学];
学科分类号：
04 ; 0402 ;
摘要：
In the present study, we first examined the relationship between ethical leadership and frontline employees' (FLEs') service recovery performance (SRP) and then tested the mediating role of organizational virtuousness in the relationship between ethical leadership and SRP in service contexts. Finally, we examined the moderating effect of FLE trait mindfulness on the direct relationship between ethical leadership and organizational virtuousness, as well as the indirect relationship between ethical leadership and SRP, via organizational virtuousness. Three-waved survey data collected from 273 supervisor-employee dyads in different service sector organizations supported our hypothesized relationships. In addition to important theoretical implications, the study carries useful practical implications, particularly for managers who are concerned about improving SRP in the service contexts.
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页数：9
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