What is it about?

In international tourist hotels, transformational leadership enriched service quality through innovation behavior but depleted service quality through job standardization; in standard hotels, transactional leadership enriched service quality through job standardization but depleted service quality through innovation behavior.

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Why is it important?

Quality service is a potential advantage for hotels in the competitive hotel industry; moreover, leadership style plays an important role in determining service quality.

Perspectives

Leadership plays a vital role in an organization, so does an organization. There are still aspects to enrich the study of business excellence. Expecting our revealing research.

Yu-Jia Chou
National Changhua University of Education

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This page is a summary of: The effects of leadership style on service quality: enrichment or depletion of innovation behaviour and job standardisation, Total Quality Management & Business Excellence, June 2019, Taylor & Francis, DOI: 10.1080/14783363.2019.1626708.
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