@misc{10481/103535,
year = {2021},
month = {10},
url = {https://hdl.handle.net/10481/103535},
abstract = {Purpose – This study aims to examine the influence of paradoxical leadership (PLSH) on the extra-role service behavior of frontline employees. It analyzes not only direct but also indirect influence through mechanisms that improve the learning (self-improvement) and communication (voice) capabilities of hospitality employees.
Design/methodology/approach – Data were gathered through structured questionnaires administered to a sample of frontline employees from Spanish hotels. A structural equations model was used to evaluate the theoretical model proposed.
Findings – The results show both a direct positive effect of PLSH on extra-role service and a mediating effect of employees’ improvement-oriented behaviors on this relationship. These results support the idea that employees under paradoxical leaders seek both self-improvement and organizational improvement through their voice to provide guests with excellent service.
Research limitations/implications – The findings extend understanding of PLSH’s effects on the hospitality industry through its impact on extra-role service, an essential element of hotel success.
Originality/value – This study addresses the lack of research on hospitality leadership by analyzing the effects of PLSH on employees’ communication and learning behaviors, as well as on their extra-role service. The authors argue that some behaviors that help hotels compete (e.g. extra-role service) can have paradoxical implications for employees.},
organization = {European Regional Development Fund (European Union)},
organization = {Government of Spain (ECO2017-84138-P)},
organization = {Regional Government of Andalusia (A -SEJ-154-UGR18)},
publisher = {Emerald},
title = {The effect of paradoxical leadership on extra-role service in the hospitality industry},
doi = {10.1108/IJCHM-02-2021-0198},
author = {Rescalvo Martín, Silvia Elisa and Gutiérrez Gutiérrez, Leopoldo and Lloréns Montes, Francisco Javier},
}