How and when does leader humility promote followers’ proactive customer service performance?

Abstract

Purpose

This study aims to examine how and when leader humility influences subordinates’ proactive customer service performance (PCSP). Drawing upon the conservation of resources theory, this study theorizes a moderated mediation model with relational energy as the mediator and person–supervisor fit (P-S fit) as the moderator.

Design/methodology/approach

This study conducted a three-wave survey in 20 hotels in China, collecting 467 valid questionnaires from frontline employees and supervisors. Hierarchical regression analysis and the PROCESS procedure were adopted for data analyses.

Findings

Leader humility can facilitate followers’ PCSP, and relational energy mediates this relationship. Furthermore, P-S fit amplifies leader humility’s direct influence on relational energy, as well as magnifies leader humility’s indirect effect on PCSP through relational energy.

Research limitations/implications

Companies need to be more concerned about selecting qualified candidates for management positions and fostering their humility via training, focus on employees’ relational energy and P-S fit and attempt to encourage PCSP in multiple ways.

Originality/value

Research on PCSP has largely neglected the influence of leader humility, which has the potential to be particularly effective in today’s hospitality industry, characterized by high dynamics. This study extends the literature on PCSP by connecting it with leader humility. It also provides new insights into the mechanism and boundary condition from a relational and resource perspective.

Citation

Peng, Y., Tian, J., Zhou, X. and Wu, L. (2023), "How and when does leader humility promote followers’ proactive customer service performance?", International Journal of Contemporary Hospitality Management, Vol. 35 No. 5, pp. 1585-1601. https://doi.org/10.1108/IJCHM-03-2022-0369