Service Orientation- the value of engaged employees

What is it about?

The paper explores the roles of leadership style and employee engagement as drivers of service orientation.We examined three models of influence on service orientation. The first model evaluates the influence of leadership on service orientation, the second focuses on the influence of employee engagement on service orientation and the third explores the influence of leadership on service orientation through employee engagement. The results, are based on empirical data that were collected from more than 400 front-line employees from service sector organizations in the Delhi-National Capital Region (Delhi NCR).

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Why is it important?

Leadership style on its own has a direct bearing on engagement and service orientation of employees, in addition the LS-SO association is significantly impacted under the mediating influence of EE. With engagement emerging as a critical factor, organizations need to ensure engaging behaviors are measured and enhanced throughout the employee-life-cycle including hiring, training, rewarding and managing performance. The results of the study suggest that an integrated approach of developing and inculcating leadership styles that drive EE could be the basis for leadership development programs especially in the service sector organizations.