研究成果：A meta-analysis of leadership and service performance in the hotel and tourism industry

作者：尹奎

发表期刊：International Journal of Contemporary Hospitality Management

期刊级别：ABS3

发表时间：2025年5月

摘要：Purpose – This study aims to examine the effects and relative importance of four categories of leadership on service performance in the hotel and tourism industry, and test whether the impact of leadership on service performance varies across different national cultures. Design/methodology/approach – Drawing upon social exchange theory and conservation of resources (COR) theory, this study used a meta-analytic approach, incorporating 148 studies and yielding 189 effect sizes (n = 77,447). Relative weight analysis was used to examine which category of leadership is moreeffective in promoting employees’ service performance, while subgroup analysis tested the moderating role of national contexts. Findings – The findings reveal that change-, relational- and task-oriented leadership positively influences customer-oriented task and organizational citizenship behavior while reducing counterproductive behavior(CWB). In contrast, destructive leadership exhibits opposite effects. Furthermore, the impact of leaders hip categories varies, with change-oriented leadership showing the strongest influence on customer-oriented task performance, followed by relational-oriented leadership. Finally, change-oriented leadership is more effective in enhancing customer-oriented task performance and mitigating CWB among Western employees compared to Eastern employees. Practical implications – This study provides insights into the selection and development of leadership in the hotel and tourism industry to enhance employee service performance more effectively, thereby improving customer satisfaction and organizational competitiveness. Originality/value – To the best of the authors’ knowledge, this study is the first to undertake a systematic meta-analysis of the relationships between various leadership categories and different types of service The authors gratefully acknowledge the funding support from the National Natural Science Foundation of China under Grant Nos. 72272011 and 72002012. This work was also partially supported by the Fundamental Research Funds for the Central Universities under Project No. FRF-BR-23-08B. Without their financial support, this research would not have been possible. Conflict of interest: The authors have no known conflict of interest to disclose.