The Effect Of Inclusive Leadership On Employee Proactive Customer Service Performance:The Roles Of Harmonious Passion For Work And Traditionality

The Chinese economy and society have grown quickly over the years.The backgrounds of employees have become more diverse,and the employees who have grown up in an Internet era have emerged as a major driving force in service companies.The diverse background of organization has become a challenge for traditional management patterns.Inclusive leadership is a core form of relational leaderships.Inclusive leadership can promote creativity and proactive employee behavior.As the importance of service industries are increasing today,inclusive leadership can foster proactive customer service performances,which,in turn,can increase customer satisfaction.Drawing on self-determination theory,this study proposes that inclusive leadership cultivates proactive customer-service performance.This study also examines the mediating role of harmonious passion for work between inclusive leadership and proactive customer service performance.In addition,this study proposes that employee traditionality can moderate the effect of inclusive leadership on harmonious passion for work.This study tests and discusses the hypotheses according to the results of data analysis;furthermore,this study provides some implications for managerial practices when it comes to inclusive leadership in business.Meanwhile,this study discusses the limitation of research process and results.This study also suggests some future studies of inclusive leadership.Using a survey sample of 348 employees matched with a corresponding supervisor from nine hotels in south China's Guangdong province.This study finds that:(1)Inclusive leadership has a significant positive impact on proactive customer-service performance;(2)Inclusive leadership is positively related to harmonious passion for work;(3)Harmonious passion for work is positively related to proactive customer-service performance;(4)Harmonious passion for work mediates the relationship between inclusive leadership and proactive customer service performance;(5)Traditionality negatively moderates the effect of inclusive leadership on harmonious passion for w,ork;the effect will be weaker under high traditionality than low traditionality.