Grounded in ethical decision-making theory, this paper aims to develop and empirically tests a model that examines the relationships between ethical leadership, customer orientation, ethical values person-organization fit, commitment to service quality and service sabotage among customer-contact service employees in the lodging industry.
Data were electronically collected from a national survey of 316 hotel/motel customer-contact employees.
Results revealed that perceived ethical leadership behavior is positively related to customer orientation, ethical values person-organization fit and commitment to service quality. Customer orientation is positively related to commitment to service quality and mediates the relationship between ethical leadership and service sabotage. Ethical values person-organization fit mediates the relationship between ethical leadership and service sabotage.
The study is cross-sectional, limited to customer-contact employees in lodging settings and examines merely the employee perspective.
Lodging leaders can benefit significantly in many areas by practicing ethical leadership. For example, service sabotage behaviors can be reduced indirectly by aligning the customer-contact employees’ ethical values with those of the organization, as well as when this employee is customer-oriented. An ethical leadership style also can positively influence customer-contact employees’ customer orientation and increase their commitment to service quality. Lodging properties must hire and cultivate managers and supervisors with ethical values.
This research helps to better understand leadership behaviors useful for improving the ethical conduct and performance of customer-contact employees in the lodging industry, while simultaneously improving their commitment to service quality and guest-oriented behavior.
The authors would like to thank the University of Central Missouri for its financial support of this project through a Professional Development Assistance Grant.
Dimitriou, C. and Schwepker, C. (2019), "Enhancing the lodging experience through ethical leadership", International Journal of Contemporary Hospitality Management, Vol. 31 No. 2, pp. 669-690. https://doi.org/10.1108/IJCHM-10-2017-0636Download as .RIS
Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited