Charismatic leadership and public service recovery performance

Luu Trong Tuan (Swinburne Business School, Swinburne University of Technology, Hawthorn, Australia)
Vo Thanh Thao (BBI School of International Hospitality and Tourism Management, Wiltz, Luxembourg)

Marketing Intelligence & Planning

ISSN: 0263-4503

Publication date: 5 February 2018

Abstract

Purpose

Public service failures need to be recovered to sustain citizen satisfaction with public services. The purpose of this paper is to investigate the role of charismatic leadership in leveraging public service recovery performance (PSRP) as well as a moderated mediation mechanism underlying such an effect.

Design/methodology/approach

Public employees and their managers from local governments were recruited to provide the data for this research. Data analysis was conducted through structural equation modeling.

Findings

From the research results, charismatic leadership demonstrated the positive association with PSRP via public service motivation (PSM) as a mediator. Besides, serving culture was also found to play a moderating role to strengthen the positive links between charismatic leadership and PSRP as well as PSM.

Originality/value

The research model adds further insights into charismatic leadership and service recovery knowledge through the relationship between these two concepts as well as a moderated mediation mechanism underpinning this relationship.

Keywords

Citation

Tuan, L.T. and Thao, V.T. (2018), "Charismatic leadership and public service recovery performance", Marketing Intelligence & Planning, Vol. 36 No. 1, pp. 108-123. https://doi.org/10.1108/MIP-06-2017-0122

Download as .RIS

Publisher

:

Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited

To read the full version of this content please select one of the options below

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
If you think you should have access to this content, click the button to contact our support team.