Journal of Service Research and Studies (서비스연구)

The Society of service Science (서비스사이언스학회)
권호 표지
DOI QR코드

DOI QR Code

The Exploring of Servant Leadership's Theoretical Framework in the Service Industry

서비스 산업에서 서번트 리더십의 이론적 분석 틀의 구축 가능성

  • Bang, Yong Tae (Department of International Trade & Logistics, Pai Chai University)
  • 방용태 (배재대학교 무역물류학과)
  • Received : 2020.03.19
  • Accepted : 2020.06.11
  • Published : 2020.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

This study analyzed the effect of Servant Leadership on leader trust and job engagement for the lower-level leader in airline crew occupations with the aim of identifying the possibility of establishing the theoretical framework of Servant Leadership in the service industry. As a result of the regression analysis, it was found that the social learning dimension of Servant Leadership has greater influence than the social exchange dimension on the leader trust, while the influence on job engagement is the opposite. The results of this analysis can be interpreted that trying to learn the words and actions of the Servant Leader is more effective in further consolidating the trust of the subordinates in the leader. On the other hand, the Servant Leader's words and actions for social exchange are inferred to have more influence on the job engagement. This study is targeted at air transport services, exposing limitations to the generalization of research results. Throughout leadership research and organizational research, including Servant leadership, further studies applying the social learning theory and social exchange theory presented in this paper are expected to produce theoretical results that will lead to the emergence of a new framework for research analysis.

본 연구는 서비스산업에서 서번트 리더십의 이론적 분석 틀의 구축 가능성을 규명할 목적으로 Bandura의 사회적 학습 이론과 Blau의 사회적 교환 이론의 적용 가능성을 실증하였다. 사회적 학습 이론에 의하면, 개인은 신뢰할 만하고 매력적인 역할모범의 태도와 가치관, 행동을 모범으로 삼아 학습을 하며, 사회적 교환 이론에 따르면, 상호주의의 규범에 입각하여 개인이 타인에게 유익한 편익을 제공해주면 수혜자인 타인은 그 편익에 보답할 의무를 갖게 된다고 한다. 항공사 승무원 직종을 대상으로 서번트 리더십의 사회적 학습 차원과 사회적 교환 차원이 하위직급 리더(사무장)에 대한 부하의 신뢰와 직무몰입에 미치는 영향을 분석하였다. 회귀분석의 결과, 리더신뢰에 대해서는 서번트 리더십의 사회적 학습 차원이 사회적 교환 차원보다 큰 영향력을 발휘하는 반면, 부하의 직무몰입에 대한 영향력은 그 반대임이 밝혀졌다. 이런 분석 결과는 서번트 리더의 섬김의 언행을 학습하려는 것이 리더에 대한 부하의 신뢰를 한층 공고히 하는데 보다 주효하다고 해석할 수 있다. 반면, 사회적 교환을 위한 서번트 리더의 언행은 팀 구성원으로서 자기 몫을 다하려는 부하의 직무몰입에 보다 영향력을 발휘하는 것으로 추론된다. 본 연구는 항공운송서비스라고 하는 특정 서비스산업을 조사대상으로 하였기에, 연구 결과의 보편성에 한계점을 노출하고 있다. 향후 서번트 리더십을 포함한 리더십 연구 및 조직 연구 전반에 걸쳐서, 본 논문에서 제시한 사회적 학습 이론 및 사회적 교환 이론을 적용하는 연구들이 추가적으로 진행된다면, 연구 분석의 새로운 틀의 출현을 가져올 이론적 성과가 이루어질 것으로 기대된다.

Keywords

References

  1. Alimo-Metcalfe, B. and Alban-Metcalfe, J. (2005), Leadership: Time for a New Direction? Leadership, 1(1), 51-71 https://doi.org/10.1177/1742715005049351
  2. Amundsen, S. and Martinsen, Oyvind L. (2014), Empowering Leadership: Construct Clarification, Conceptualization, and Validation of a New Scale. Leadership Quarterly, 25(3), 487-511 https://doi.org/10.1016/j.leaqua.2013.11.009
  3. Anderson, Marc H. and Sun, Peter Y. (2017), Reviewing Leadership Styles: Overlaps and Need for a New Full-Range Theory. International Journal of Management Reviews, 19(1), 76-96 https://doi.org/10.1111/ijmr.12082
  4. Bandura, A. (1977), Social Learning Theory. Englewood Cliffs, NJ: Prentice Hall. As cited in Neubert, Mitchell J., Hunter, Emily M. and Tolentino, Remy C. (2016), A Servant Leader and Their Stakeholders: When Does Organizational Structure Enhance a Leader's Influence? The Leadership Quarterly, 27(6), 896-910
  5. Barbuto, John E. and Wheeler, Daniel W. (2006), Scale Development and Construct Clarification of Servant Leadershsip. Group & Organization Management, 31(3), 300-326 https://doi.org/10.1177/1059601106287091
  6. Beck, Curtis D. (2014), Antecedents of Servant Leadership: A Mixed Methods Study. Journal of Leadership & Organizational Studies, 21(3), 299-314 https://doi.org/10.1177/1548051814529993
  7. Blau, Peter M.(1964). Exchange and Power in Social Life. New York: Wiley. As cited in Ling, Q., Lin, M. and Wu, X. (2016), The Trickle-Down Effect of Servant Leadership on Frontline Employee Service Behaviors and Performance: A Multilevel Study of Chinese Hotels. Tourism Management, 52, 341-368
  8. Burton, Laura J., Peachery, Jon W. and Wells, Janelle E. (2017), The Role of Servant Leadership in Developing an Ethical Climate in Sport Organizations. Journal of Sport Management, 31(3), 229-240 https://doi.org/10.1123/jsm.2016-0047
  9. Chan, Simon C. and Mak, Wai M. (2014), The Impact of Servant Leadership and Subordinates' Organizational Tenure on Trust in Leader and Attitudes. Personnel Review, 43(2), 272-287 https://doi.org/10.1108/PR-08-2011-0125
  10. Dannhauser, Z. and Boshoff, A. (2007), Structural Equivalence of the Barbuto and Wheeler Servant Leadership Questionnaire on North American and South African Samples. International Journal of Leadership Studies, 2(2), 148-168
  11. Dennis, Robert S. and Bocarnea, M. (2005), Development of the Servant Leadership Assessment Instrument. Leadership & Organization Development Journal, 26(8), 600-615 https://doi.org/10.1108/01437730510633692
  12. Dennis, Robert S. and Winston, Bruce E. (2003), A Factor Analysis of Page and Wong's Servant Leadership Instrument. Leadership & Organization Development Journal, 24(8), 455-459 https://doi.org/10.1108/01437730310505885
  13. DeRue, D. Scott and Ashford, Susan J. (2010), Who Will Lead and Who Will Follow? A Social Process of Leadership Identity Construction in Organizations. Academy of Management Review, 35(4), 627-647 https://doi.org/10.5465/AMR.2010.53503267
  14. Direndonck, D. and Juijten, I. (2011), The Servant Leadership Survey. Journal of Business and Psychology, 26(3), 249-267 https://doi.org/10.1007/s10869-010-9194-1
  15. Dierendonck, D., Stam, D., Boersma, P., Windt, N. and Alkema, J. (2014), Same difference? Exploring the Differential Mechanisms Linking Servant Leadership and Transformational Leadership to Follower Outcomes. The Leadership Qarterly, 25(3), 544-562 https://doi.org/10.1016/j.leaqua.2013.11.014
  16. Ebener, Dan R. and O'Connell, David J. (2010), How Might Servant Leadership Work? Nonprofit Management & Leadership, 20(3), 315-335 https://doi.org/10.1002/nml.256
  17. Farling Myra L., Stone, A. and Winston, Bruce E. (1999), Servant Leadership: Setting the Stage for Empirical Research. Journal of Leadership Studies, 6(1/2), 49-72 https://doi.org/10.1177/107179199900600104
  18. Flynn, C., Smither James W. and Walker, Alan G. (2016), Exploring the Relationship between Leaders' Core Self-Evaluations and Subordinates' Perceptions of Servant Leadership: A Field Study. Journal of Leadership & Organizational Studies, 23(3), 260-271 https://doi.org/10.1177/1548051815621257
  19. Fry, Louis W., Vitucci, S. and Cedillo, M. (2005), Spiritual Leadership and Army Transformation: Theory, Measurement, and Establishing a Baseline. Leadership Quarterly, 16(5), 835-862 https://doi.org/10.1016/j.leaqua.2005.07.012
  20. Greenleaf, Robert K. (2002), Servant Leadership: A Journey into the Nature of Legitimate Power and Greatness. 25th ed., New York: Paulist
  21. Hannah, Sean T., Sumanth, John J., Lester, P. and Cavarretta, F. (2014), Debunking the False Dichotomy of Leadership Idealism and Pragmatism: Critical Evaluation and Support of Newer Genre Leadership Theories. Journal of Organizational Behavior, 35(5), 598-621 https://doi.org/10.1002/job.1931
  22. Humphreys, John H. (2005), Contextual Implications for Transformational and Servant Leadership: A Historical Investigation. Management Decision, 43(10), 1410-1431 https://doi.org/10.1108/00251740510634949
  23. Hung, K., Chen, A., Peng, N., Hackley, C., Tiwsakul, R., Chou, C. (2011), Antecedents of luxury brand purchase intention. Journal of Product & Brand Management, 20(6), 457-467 https://doi.org/10.1108/10610421111166603
  24. Jaramillo, F., Bande, B. and Barela, J. (2015), Servant Leadership and Ethics: A Dyadic Examination of Superior Behaviors and Salesperson Perceptions. Journal of Personal Selling & Sales Management, 35(2), 108-124 https://doi.org/10.1080/08853134.2015.1010539
  25. Kaplan, S., Cortina, J., Ruark, G., LaPort, K. and Nicolaides, V. (2014), The Role of Organizational Leaders in Employee Emotion Management: A Theoretical Model. Leadership Quarterly, 25(3), 563-580 https://doi.org/10.1016/j.leaqua.2013.11.015
  26. Karatepe, Osman M. and Talebzadeh, N. (2016), An Empirical Investigation of Psychological Capital among Flight Attendants. Journal of Air Transport Management, 55, 193-202 https://doi.org/10.1016/j.jairtraman.2016.06.001
  27. Kline, R. (2011), Principles and Practice of Structural Equation Modeling. 3rd ed. New York: Guilford
  28. Konczak, Lee J., Stelly, Damian J. and Trusty, Michael L. (2000), Defining and Measuring Empowering Leader Behaviors: Development of an Upward Feedback Instrument. Educational and Psychological Measurement, 60(2), 301-313 https://doi.org/10.1177/00131640021970420
  29. Liden, Robert C., Liao, C. and Meuser, Jeremy D. (2014), Servant Leadership and Serving Culture: Influence on Individual and Unit Performance. Academy of Management Journal, 57(5), 1434-1452 https://doi.org/10.5465/amj.2013.0034
  30. Liden, Robert C., Wayne, Sandy, J., Zhao, H. and Henderson, D. (2008), Servant Leadership Development of a Multi- dimensional Measure and Multi-Level Assessment. The Leadership Quarterly, 19(2), 161-177 https://doi.org/10.1016/j.leaqua.2008.01.006
  31. Ling, Q., Lin, M. and Wu, X. (2016), The Trickle-Down Effect of Servant Leadership on Frontline Employee Service Behaviors and Performance: A Multilevel Study of Chinese Hotels. Tourism Management, 52, 341-368 https://doi.org/10.1016/j.tourman.2015.07.008
  32. McCann, Jack T. and Holt, Roger A. (2010), Servant and Sustainable Leadership: An Analysis in the Manufacturing Environment. International Journal of Management Practice, 4(2), 134-148 https://doi.org/10.1504/IJMP.2010.033691
  33. Miao, Q., Newman, A., Schwarz, G. and Cooper, B. (2018), How Leadership and Public Service Motivation Enhance Innovative Behavior. Public Administration Review, 78(1), 71-81 https://doi.org/10.1111/puar.12839
  34. Mittal, R. and Dorfman, Peter W. (2012), Servant Leadership across Cultures. Journal of World Business, 47(4), 555-570 https://doi.org/10.1016/j.jwb.2012.01.009
  35. Neubert, Mitchell J., Hunter, Emily M. and Tolentino, Remy C. (2016), A Servant Leader and Their Stakeholders: When Does Organizational Structure Enhance a Leader's Influence? The Leadership Quarterly, 27(6), 896-910 https://doi.org/10.1016/j.leaqua.2016.05.005
  36. Newman, A., Schwarz, G., Cooper, B. and Sendjaya, S. (2017), How Servant Leadership Influences Organizational Citizenship Behavior: The Roles of LMX, Empowerment, and Proactive Personality. Journal of Business Ethics, 145(1), 49-62 https://doi.org/10.1007/s10551-015-2827-6
  37. Panaccio, A., Henderson, David. J., Liden Robert C., Wayne, Sandy J. and Cao, X. (2015), Toward an Understanding of When and Why Servant Leadership Accounts for Employee Extra-Role Behavior. Journal of Business and Psychology, 30(4), 657-675 https://doi.org/10.1007/s10869-014-9388-z
  38. Parris, Denise L. and Peachey, Jon W. (2013), A Systemic Literature Review of Servant Leadership Theory in Organizational Contexts. Journal of Business Ethics, 113, 377-393 https://doi.org/10.1007/s10551-012-1322-6
  39. Peterson, Suzanne J., Galvin, Benjamin M. and Lange, D. (2012), CEO Servant Leadership: Exploring Executive Charactieristics and Firm Performance. Personnel Psychology, 65(3), 565-596 https://doi.org/10.1111/j.1744-6570.2012.01253.x
  40. Pouramiri, T. and Mehdinezhad, V. (2017), Servant Leadership as a Predictor of High School Principals' Organizational Trust. The New Educational Review, 47(1), 116-124 https://doi.org/10.15804/tner.2017.47.1.09
  41. Reinke, Saundra J. (2004), Service before Self: Towards a Theory of Servant Leadership. Global Virtue Ethics Review, 5(3), 30-57
  42. Schaufeli, Wilmar B., Bakker, Arnold B. and Salanova, M. (2006), The Measurement of Work Engagement With a Short Questionnaire: A Cross-National Study. Educational and Psychological Measurement, 66(4), 701-716 https://doi.org/10.1177/0013164405282471
  43. Schumacker, R. and Lomax, R. (2010), A Beginner's Guide to Structural Equation Modelling. 3rd ed. New York: Routledge
  44. Schwarz, G., Newman, A., Cooper, B. and Eva, N. (2016), Servant Leadership and Follower Job Performance: The Mediating Effect of Public Service Motivation. Public Administration, 94(4), 1025-1041 https://doi.org/10.1111/padm.12266
  45. Schwepker, Charles H. (2016), Servant Leadership, Distributive Justice and Commitment to Customer Value in the Salesforce. Journal of Business & Industrial Marketing, 31(1), 70-82 https://doi.org/10.1108/JBIM-07-2014-0143
  46. Sendjaya, S., Sarros, James C. and Santora, Joseph C. (2008), Defining and Measuring Servant Leadership Behavior in Organizations. Journal of Management Studies, 45(2), 402-424 https://doi.org/10.1111/j.1467-6486.2007.00761.x
  47. Sousa, M. and Dierendonck, D. (2017), Servant Leadership and the Effect of the Interaction between Humility, Action, and Hierarchical Power on Follower. Journal of Business Ethics, 141(1), 13-25 https://doi.org/10.1007/s10551-015-2725-y
  48. Waite, Alina M. (2014), Leadership's Influence on Innovation and Sustainability: A Review of the Literature and Implications for HRD. European Journal of Training and Development, 38(1/2), 15-39 https://doi.org/10.1108/EJTD-09-2013-0094
  49. Zou, Wen C., Tian, Q. and Liu, J. (2015), Servant Leadership, Social Exchange Relationships, and Follower's Helping Behavior: Positive Reciprocity Belief Matters. International Journal of Hospitality Management, 51, 147-156 https://doi.org/10.1016/j.ijhm.2015.08.012