How Can Servant Leaders Foster Public Employees’ Service -Oriented Behaviors? A Multilevel Multisource Study in Canadian Libraries

Bentein, Kathleen; Lapalme, Marie-Ève; Guerrero, Sylvie; Parent-Rocheleau, Xavier et Simard, Gilles (2022). « How Can Servant Leaders Foster Public Employees’ Service -Oriented Behaviors? A Multilevel Multisource Study in Canadian Libraries ». Public Administration Review, 82(2), pp. 269-279.

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Résumé

Servant leadership, a leadership style that focuses on leading by serving, is well suited to supporting front-line employees’ service-oriented behaviors in the public sector. However, we still know little about how servant leaders shape these behaviors in this specific context. Drawing on social learning theory, relational identity, and service linkage research, this article addresses this gap and tests a model in which servant leadership is related to service-oriented behaviors through customer orientation at the individual level and through service climate at the group level. The research hypotheses were tested, using a multilevel model, on a sample of 922 employees, 86 supervisors and 9,547 citizens nested in 86 Canadian libraries. Results show that servant leaders are associated with high service-oriented behaviors through the ability to strengthen individual customer orientation and service climate. Overall, this article highlights that developing servant leaders may help public organizations reach their goal of serving citizens better.

Type:	Article de revue scientifique
Mots-clés ou Sujets:	Servant leadership; service climate; customer orientation
Unité d'appartenance:	École des sciences de la gestion > Département d'organisation et ressources humaines
Déposé par:	Kathleen Bentein
Date de dépôt:	30 juin 2023 13:04
Dernière modification:	16 mars 2024 23:10
Adresse URL :	http://archipel.uqam.ca/id/eprint/16703

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