TY  - JOUR
AB  - 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.
VL  - 36
IS  - 1
SN  - 0263-4503
DO  - 10.1108/MIP-06-2017-0122
UR  - https://doi.org/10.1108/MIP-06-2017-0122
AU  - Tuan Luu Trong
AU  - Thao Vo Thanh
PY  - 2017
Y1  - 2017/01/01
TI  - Charismatic leadership and public service recovery performance
T2  - Marketing Intelligence & Planning
PB  - Emerald Publishing Limited
SP  - 108
EP  - 123
Y2  - 2024/04/24
ER  -