Chapter 6: Leadership in hospitality organizations: achieving competitive advantage
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This chapter emphasizes the role of leadership in the success of hospitality organizations; why leadership matters; reviews both transformational and transactional leadership; and describes two studies of the potential benefits of servant leadership and empowering leadership. In these studies data were collected from large samples of front-line service workers in four- and five-star hotels in Turkey using questionnaires. Outcome measures included job satisfaction, work engagement, service quality perceptions, affective hotel commitment, engaging in voice behaviors and intent to quit. All measures had been used in previous research and were well validated. Both servant leadership and empowering leadership predicted a majority of the valued work outcomes. Practical implications on increasing both types of leadership are offered.

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