Meeting customer expectations is critical for success within the hospitality industry and frontline employees play a key role in delivering customer satisfaction. Leaders who display a servant leadership style put the interests of employees and the organization above their own. To investigate how this leadership style influences employee motivation and behavior, Dr. Fevzi Okumus, UCF Rosen College of Hospitality Management, and his collaborators have put forward and evaluated a model of the interrelationships between servant leadership and employee engagement, job satisfaction, and absenteeism. They found that leaders evidencing this style positively impacted work engagement and absenteeism. Their findings offer important insights for hospitality management practices.

Original Article

Ozturk, A., Karatepe, O.M., & Okumus, F. (2021). The effect of servant leadership on hotel employees' behavioral consequences: Work engagement versus job satisfaction. International Journal of Hospitality Management, 97 (102994). doi.org/10.1016/j.ijhm.2021.102994.