The Impact Of Servant Leadership To Customer-oriented Prosocial Behavior

Since the reform of China,the service industry is developing very quickly because of the constantly promotion of marketization and internationalization.In servant corporations,the service quality and satisfaction are the important factors for customers to decide whether they are loyal to corporation or not.For occupying the lead position of the competitive industry,the service employees must focus on the customer-oriented with the positive behavior like helping,sharing,self-sacrifice,charity and some other prosocial behaviors to maximum satisfy customers' requirements and profits.In the enterprise,the leadership style is considered as the vital element to influence the behavior of employees.What's more,Leaders will always bringing the crucial effects on employees' customer-oriented prosocial behavior because they are employees' director and supervisor.This research was based on employees' customer-oriented prosocial behavior,and to investigate whether the servant leadership could affect employees to make them positive to perform more customer-oriented prosocial behavior.Meanwhile,According to the social exchange theory,we invested perceived organizational support and affiliation to explore the mediating effect on the relationship of servant leadership and customer-oriented prosocial behavior.This research was based on the employees of a modern servant enterprise,which engaged in the house agent.First step,we used the data to do reliability and validity test.Then hierarchical regression methods were used to test hypotheses.All the hypotheses were supported after these tests.The results show that the servant leadership had obviously positive effect on the customer-oriented prosocial behavior,and the perceived organizational support totally mediated the relationship between servant leadership and customer-oriented prosocial behavior.Affiliation also totally mediated the relationship between servant leadership and customer-oriented prosocial behavior.This paper emphasized the importance of the influence of the servant leadership to the customer-oriented prosocial behavior of employees,and it also suggested the servant enterprise to broadcast the servant leadership's idea and to improve the service consciousness of leaders.What's more,the enterprises also need to create a supported and friendly organization climate to encourage employees to show more prosocial behavior.