Psychology Research and Behavior Management (Mar 2023)
How Servant Leadership Influence Employee Service Quality of Fitness Centers During COVID-19: The Interacting Effects of Self-Efficacy
Abstract
Chenchen Liu,1 Xiaoyan Mi,2 Yan Gao3 1School of Medical Information Engineering, Jining Medical University, Jining, 272067, People’s Republic of China; 2School of Physical Education, Taiyuan University of Science and Technology, Taiyuan, 030024, People’s Republic of China; 3School of Physical Education, Shandong University, Jinan, 250061, People’s Republic of ChinaCorrespondence: Yan Gao, School of Physical Education, Shandong University, Jinan, 250061, People’s Republic of China, Tel +86-18663709793, Email [email protected]: Drawing on conservation of resource theory, social cognitive theory and person-environment fit theory, this study aims to investigate the impact of servant leadership and self-efficacy on service quality in fitness centers.Patients and Methods: Cross-sectional data came from 771 employees of fitness center. All participants completed the perceived servant leadership scale, self-efficacy scale and service quality scale. The polynomial regression and response surface analysis techniques were used to investigate the mediating influence and boundary conditions of self-efficacy.Results: Self-efficacy acts as a mediator between servant leadership and employee service quality, with servant leadership having a positive, substantial impact on both. Meanwhile, regarding the relationship, the level of service quality is inversely correlated with the degree to which servant leadership and employee self-efficacy are aligned. The smaller the degree of alignment, the lower the level of employee service quality.Conclusion: The findings of this study can help fitness centre practitioners better improve the service quality of employees through service-oriented servant leadership during the COVID-19 pandemic, thereby contributing to the development of the sports and service industries.Keywords: COVID-19, fitness center, servant leadership, service quality, self-efficacy
