From Servant Leadership To Group Service Performance:Service Climate As A Mediator

Leadership is very important to the human race(Kotler.1988),especially in the organization,not only at the organization but leadership can be applied direct to the individual as improving their own character.We can look this in reality that a lot of leadership training has been held in these years,not only for organization but also for individual needs.Servant leadership research usually on the individual level,but this paper will provide servant leadership at the group focused level,how servant leadership will effect the team in the progress of their works,because this character of this kind of leader will motivate their followers,more concerned about other than themselves,and stimulates strong relationship with the follower and encourages followers to become engaged in their work(Owens and Hekman,2012).So,in this paper servant leadership will be used for the main variable and focused variable.Not only that,because as we know there are so many leader in almost every organization,not a lot of leader can be the servant leader to their team or their organization.Because in servant leadership,the leader must listen to followers,learn about their needs and aspiration,and willing to share in their pain and frustration(Yukl,2006)with this type of leader,the subordinates can feel free to talk to their leader,sharing each other because their leader also want to listen to subordinates,so it will make subordinates really close to the leader and make a good bond each other.This kind of leadership really good for the relationship among the employee,because the leader can be an example or figure that can be admired for their subordinates how to work,and how to act in the company,so the leader can make some emotional relationship between the leader and subordinates.In this research,we choose service climate as the mediation for relationship between servant leadership and the service performance.How it will effect the service performance and also mediated the servant leadership to effect the service performance.According to the recent research,service climate become a good mediator to HRM practices to the performance in the organization that give service to the customer,for example : bank,hospital,etc.Service climate is a specific application of organizational climate,a term that refers to employees shared perceptions of what is important in their organization(Johnson,1996).With excellent service is an important theme in the organization,so there is a positive service climate exist also in the organization.Service Performance was chosen in this paper because every organization every business need some good performance from their employees to be true,because it will be affect some vital part in the organization,for example sales,timing producing etc.Performance is what the organization hires one to do,and do well(Campbell et al.,1993).So we want to know is it really have a positive affect from leadership to service performance,and during the process climate and self efficacy also be the mediator in this process also have significant effect or not.The population of the research is a company that serves consumers like Alfamart consisting of 20 branches in Surabaya and Indomaret consisting of 20 branches in Surabaya,each five employees and one supervisor.Each supervisor handles around 5 to 7 subordinates.We use SPSS 18 to aggregate the data from the individual level to the group level,then we use SPSS 18.0 to test the relationship between variable.We use SPSS 18.0 to process the aggregate from individual level to the group level,and test the group level relationship,According to the empirical result,group servant leadership is positively affect the service climate(? = 0.317,p = 0.01),and the mediating effect of service climate towards group service performance also have positive effect(? = 0.213,p =0.05).hypotheses 1 and 2 are supported.According to the result,we conclude that :(1)group focused servant leadership have positive effect to service climate,(2)Service Climate have positive mediated Group Service Performance to Group Service Performance.