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2014
ceed, putting subordinates first, and behaving ethically. Although other approaches to leadership include supporting followers, the strong emphasis on
leading by serving followers, captured in the name,
servant leadership, is unique among leadership approaches. It is thought that when leaders place a
priority on providing tangible and emotional support to followers and assisting followers in reaching their full potential, followers in turn see the
leader as a role model and engage in appropriate
behaviors, not through coercion, but because they
want to do so (Greenleaf, 1970).
Research has demonstrated that servant leadership is related to follower outcomes, including job
attitudes, organizational citizenship behavior
(OCB), and performance (Liden, Panaccio, Meuser,
Hu, & Wayne, 2014; van Dierendonck, 2011) as well
as outcomes at the team (Ehrhart, 2004; Hu & Liden,
2011; Schaubroeck, Lam, & Peng, 2011) and organizational (Peterson, Galvin, & Lange, 2012) levels,
even when controlling for two dominant leadership
approaches (Dinh, Lord, Gardner, Meuser, Liden, &
Hu, 2014), namely transformational leader behaviors and leadermember exchange (LMX) (Liden et
al., 2008; Peterson et al., 2012; Schaubroeck et al.,
2011). This explanation of important outcomes beyond the two prevailing leadership approaches
begs an explanation for how servant leadership influences employee behaviors. Our main purpose is
to continue the momentum on servant leadership
research by enhancing our understanding of how it
promotes positive outcomes.
Initial research on the processes through which
servant leadership relates to outcomes has revealed
that procedural justice climate (Ehrhart, 2004),
team potency (Hu & Liden, 2011), and trust (Schaubroeck et al., 2011) mediate relationships between
team/unit-level servant leadership and team/unit performance and/or team/unit OCB. In a cross-level
study, Walumbwa, Hartnell, and Oke (2010) showed
that team-level procedural justice and service climates and individual-level self-efficacy and commitment to the supervisor mediated the relationship between team-level servant leadership and
individual-level OCBs. Hunter et al. (2013) also
found support for the role of service climate as
mediating the relationship between team-level servant leadership and subjectively rated team performance. These studies have provided evidence concerning how servant leadership influences outcomes
at the team level. The purpose of the current investigation was to extend theory development on the
processes underlying relationships between ser-
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the workplace (Maslow, 1943). Meta-analytic results indicate a positive relationship between organization and team identification and job performance,
and a negative relationship between organization and
team identification and turnover intentions (Riketta
& van Dick, 2005). Employees are not likely to leave
a store whose culture has helped them develop a
personal understanding of themselves. Indeed, for
individuals who highly identify with a group, leaving is akin to leaving part of oneself behind, along
with the psychological safety, consistency, and
self-esteem associated with that social identity.
We contend that identification with the store also
promotes employee creativity. The stronger employees identification with the store, the more they
care about the success of the store, which prompts
them to explore creative approaches to carrying out
their jobs (Cohen-Meitar, Carmeli, & Waldman,
2009). Indeed, creativity can be essential for fulfilling the unique needs or specific requests of customers. Identification with the store with its concomitant mutual support exchanged between employees
provides employees with psychological safety that
encourages creativity by reducing the risk associated
with initiating novel solutions for serving customers
(Ashforth et al., 2008; Pratt, 1998). Although Pratt
(2001) has cautioned that identification can be negatively related to creativity because over-identification
with a group may engender conformity to rules, we
contend that serving cultures uniquely stress empowerment and freedom to express divergent points of
view (Greenleaf, 1970; Liden et al., 2008) in a psychologically safe environment.
We posit that employee identification with the unit
also serves to build an orientation towards providing
service to customers. When employees see themselves as intertwined with their store, their behaviors
are driven by norms of the store, such as a focus on
serving customers (Schuh, Egold, & van Dick, 2012).
Indeed, when employees highly identify with the store,
they see themselves as representatives of the store and
feel responsible for maintaining a positive store image in their interactions with customers.
Hypothesis 6. Employee identification with the
store is positively related to employee (a) inrole performance, (b) creativity, and (c) customer service behaviors, and negatively related
to (d) turnover intentions.
We reason that a serving culture directly and
indirectly (through store identification) affects individual outcomes. Regarding a direct effect, employees immersed within a serving culture learn
October
the culture (Schein, 1990) by modeling the behaviors of members of the collective, including both their
leaders and colleagues (Bandura, 1977). Positive cultures are characterized by perceived fairness, opportunities for growth, and clear role expectations, and
people embedded in such cultures tend to develop
positive attitudes and engage in behaviors that are
conducive to effectiveness. It appears that positive
cultures instill in people hope and confidence in
their abilities, which enables them to perform well
(Luthans, Avolio, Avey, & Norman, 2007), and to
bolster their resilience so that they can handle setbacks and are less inclined to quit their jobs.
We argue that, in addition to a direct effect between serving culture and individual outcomes
(Hypothesis 4), store identification partially mediates these relationships. Simply by being immersed
in a culture predicated on serving others (as suggested by Hypothesis 6), some may find the culture
so compelling that they begin to see oneness between themselves and the store. In this sense, the
relationship between serving culture and individual
attitudes and behaviors operates in part through their
identification with the store. Indeed, beyond the implications of social learning theory concerning employees tendency to observe and imitate behaviors
that are normative to the groups culture, social identity theory also implies that when employees identify
with the group, they absorb its core values and exhibit attitudes that are consistent with these values. In
sum, we contend that serving cultures promote favorable employee attitudes and behaviors, both directly
and indirectly, as implied by social learning theory
and social identification theory, respectively.
Hypothesis 7. Serving culture is positively related to employee (a) in-role performance, (b)
creativity, and (c) customer service behaviors,
and negatively related to (d) turnover intentions.
Hypothesis 8. Employee identification with the
store partially mediates the relationships between serving culture and employee (a) in-role
performance, (b) creativity, (c) customer service behaviors, and (d) turnover intentions.
METHOD
Sample and Procedure
Store general managers and hourly employees of
76 restaurants (34% of the chains total restaurants)
located in 6 U.S. states were invited to participate.
To enhance data collection efficiency, we ran-
2014
domly selected restaurants within the 10 metropolitan areas containing the largest number of restaurants in the chain. Managers responded to a webbased survey and employees completed paper
surveys on site during paid work hours with a
member of our research team present.
Seventy-one managers (response rate 93%)
and 1,143 employees (response rate 71%) completed surveys. We restricted our sample to employees who worked at least 20 hours a week and
had a store tenure of at least 1 month, resulting in a
final employee sample size of 961. The average
number of employees per store in the final sample
was 13.53 (SD 4.44). The average age of the
managers was 35.37 (SD 7.35) years; 5 (7%)
were women; in terms of ethnicity, 47 described
themselves as Caucasian (66%), 11 Hispanic (16%),
5 Asian (7%), 2 African-American (3%), and 1 Middle-Eastern (1%), with 5 (7%) missing responses;
with regard to education level, 33 (47%) had a high
school diploma, 12 (17%) had an associate degree,
21 (30%) had a college degree, and 1 (1%) had a
graduate degree, with 4 (5%) missing responses;
average tenure was 8.62 (SD 4.04) years for the
organization and 3.51 (SD 3.12) years at the store.
The average age of employees was 30.25 (SD 10.61)
years; 494 (51%) were women; in terms of ethnicity,
519 considered themselves Hispanic (54%), 245 Caucasian (26%), 75 African-American (8%), 24 AsianAmerican (3%), 6 Native American (1%), and 7 Middle-Eastern (1%), with 85 missing responses (7%);
594 employees (62%) had a high school degree, 119
(12%) had an associate degree, 55 (6%) had a college
degree, 16 (2%) had a graduate degree, 171 (18%) had
no degrees, and 6 did not report. Employees had an
average of 3.63 (SD 3.80) years of organizational
tenure and had worked 2.99 (SD 3.19) years in their
current store.
Measures
The variables included are part of a larger study.
All response scales for the measures were on a 1
strongly disagree to 7 strongly agree scale with
the exception of the response scale for the store
performance dimensions.
Servant leadership. Employees evaluated their
managers servant leadership using a shortened
version of the servant leadership scale developed
by Liden et al. (2008). The original scale has 28
items measuring 7 dimensions of servant leadership; the 7-item scale is composed of the highest
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TABLE 1
Means, Standard Deviations, and Bivariate Correlations
Variables
Store-Level
1. Store Manager Servant Leadership
2. Serving Culture
3. Store Performance
Individual Level
1. Employee Identification with the Store
2. In-Role Performance
3. Creativity
4. Customer Service Behaviors
5. Turnover Intentions
SD
5.41
4.99
.00
.54
.42
.56
.84
.69**
.31*
.82
.27*
5.78
5.82
4.48
5.32
3.12
1.18
.87
1.09
1.14
1.21
.86
.10**
.10**
.10**
.26**
.92
.43**
.58**
.06
.92
.66**
.05
.88
.06
.81
Note: n 952961 for individual-level variables. n 5371 for store-level variables. Internal consistency coefficients, Cronbachs
alphas, are reported in bold on the diagonal. Store Performance consists of carryout accuracy, delivery accuracy, customer satisfaction,
facility audit, and sanitation audit, all of which were z-standardized in forming the composite.
* p .05
** p .01
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FIGURE 1
Cross-Level Servant Leadership Model Results
shown in Figure 1, store manager servant leadership was positively related to serving culture (
.54, p .01); therefore, Hypothesis 1 was supported. Furthermore, supporting Hypothesis 2,
serving culture related positively with store performance ( .33, p .05). To test the mediation
hypothesis, we used a parametric bootstrap procedure with 20,000 Monte Carlo replications
(Preacher et al., 2010). Bootstrapping results
showed significant positive indirect effects of store
manager servant leadership on store performance,
with the indirect effect .18 (95% CI: .03, .35).
Thus, Hypothesis 3 was supported.
Our next hypothesis involved a cross-level direct
effect of serving culture on employee identification
with the store. As shown in Figure 1, we found this
relationship to be positive and significant ( .68,
p .01). Thus, Hypothesis 4 was supported. Moreover, supporting Hypothesis 5, 20,000 Monte Carlo
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TABLE 2
Summary of Estimated Indirect Effects
Indirect Paths
Indirect Effects
(95% Confidence Interval)
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Future Research
There are several avenues for future research
based on the results of our study. In explaining the
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relation between serving culture and store performance, we argued that followers or employees not
only engage in servant leadership with each other but
also with customers, thereby increasing the quality of
customer service. Future research is needed to directly assess this contention as to whether serving
culture increases employee servant leadership toward customers, given that we measured employee
customer service behaviors but did not directly
measure employee servant leadership. This also
speaks to the perpetuation process of servant leadership in terms of how servant leaders develop
among followers.
While we argued for the critical role of serving
culture in explaining outcomes, other group phenomena have been shown to mediate the relation
between servant leadership and individual and
group outcomes. For example, justice climate and
team potency have been found to mediate the relation between servant leadership and group-level
OCB (Ehrhart, 2004; Hu & Liden, 2011), as well as
OCB at the individual level (Walumbwa et al.,
2010). This growing area of research would benefit
from clearer elucidation of the relative importance
of these mediators with respect to the outcome of
interest.
Another direction for future research is to ascertain the generalizability of our findings with a professional sample in a different industry. While the
relationships in our model were supported, it may be
that the customer-oriented nature of the business increased the importance of servant leadership and the
resulting service culture, which supports serving the
needs of others, including customers. The restaurants also were composed of highly interdependent
positions, which likely facilitated the contagion of
servant leadership among coworkers.
An additional way in which to extend and enhance the generalizability of our results, which
were based on a sample of 7% female and 93%
male leaders, is to examine servant leadership with
a sample consisting of a larger percentage of
women leaders. With a greater representation of
women leaders, it would be possible to explore
whether follower reactions to servant leadership
varies based on the sex of the leader. An interesting
paradox may exist here: research on women and
leadership suggests that women generally have a
more democratic, collaborative, and participative
leadership style (Eagly, Johannesen-Schmidt, & van
Engen, 2003); furthermore, women are more transformational compared with male leaders, especially in terms of mentoring and developing col-
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CONCLUSION
Servant leadership is at an early stage of theoretical development. While there is a growing body of
empirical evidence that this form of leadership has
the potential to increase follower behavioral and
attitudinal outcomes, limited attention has been
devoted to uncovering the underlying mechanisms
for how and why this occurs. Through a multilevel
study design involving data collected from several
sources, our study has extended the development
of servant leadership theory. Our results offer
promise for role modeling and social identity theories as key explanatory mechanisms based on our
demonstration that serving culture and follower
identification with the store were related to our
outcomes of interest.
Building on our results, we encourage future research on the process by which servant leadership
impacts followers and their organizations in order
to further develop the theoretical basis of servant
leadership.
REFERENCES
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Ashforth, B. E., Harrison, S. H., & Corley, K. G. 2008.
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Luthans, F. 2002. Positive organizational behavior: Developing and managing psychological strengths.
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Schaubroeck, J., Lam, S. S. K., & Peng, A. C. 2011. Cognition-based and affect-based trust as mediators of
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Schein, E. H. 2010. Organizational culture and leadership (4th ed.). New Jersey: Jossey-Bass.
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Robert C. Liden (bobliden@uic.edu) is Professor of Management, Coordinator of the Organizational Behavior and
Human Resource Management doctoral program, and Director of Doctoral Programs for the College of Business
Administration at the University of Illinois at Chicago.
He received his PhD at the University of Cincinnati. His
research focuses on interpersonal processes within the
context of such topics as leadership, groups, and career
progression.
Sandy J. Wayne (sjwayne@uic.edu) is Professor of Management at the University of Illinois at Chicago. She
received her PhD in management from Texas A&M University. Her research focuses on understanding relationships in the workplace, including the antecedents and
consequences of employeeleader and employee organization relationships.
Chenwei Liao (cliao@msu.edu) is an Assistant Professor
in the School of Human Resources and Labor Relations at
Michigan State University. He received his PhD at the
University of Illinois at Chicago. His research focuses on
leadership, leaderfollower relationships, employment
arrangements, and employment relationships.
Jeremy D. Meuser (jmeuse2@uic.edu) is a PhD student in
Organizational Behavior and Human Resource Management at the University of Illinois at Chicago. His research
focuses on leadership, identity, and identification.