The Study On The Constructs Of Leadership Skills Of Service Enterprises' Frontline Employees And Its Relationships With Other Factors

Leadership skills are difined as the ability to use one's knowledge and competencies to accomplish a set of goals and objectives. Leadership is regard as influence, which from either formal power or personal power. Expert power and referent power are two kinds of personal power. Expert power is the impact that expertise, special skills and knowledge generated. In the studies of leadership skills, scholars pay much attention to managers who have formal power, lacking attention to frontline employees.This study adopted in-depth interviews, open questionnaires, questionnaire surveys and other social science research methods. Besides, exploratory factor analysis, confirmatory factor analysis, correlation and regression analysis, structural equation models and other statistic methods are used. This paper focuses on the leadership skills of frontline service personnels. The main conclusions include:First, the leadership skills of service enterprises' frontline employees comprise six dimensions, namely, relationship building, empathy capacity, needs identifing, issues addressing, profession confidence and atmosphere creating. All indicators of exploratory factor analysis meet the requirement. The questionnaire also passed the reliability and validity test.Second, leadership skills of service enterprises' frontline employees positively affect their service performance. However, the influences of different dimensions are different. Needs identifing, issues addressing, profession confidence and atmosphere creating have a significant positive impact on performance service.Third, the relationship between leadership skills of frontline employees and their service performance is partly mediated by psychological empowerment.Last, on the basis of the research results, the paper provides suggestions for service enterprises. In addition, limitations and prospects of this article are discussed.