WILL SERVANT LEADERSHIP AFFECT EMPLOYEE ENGAGEMENT AND QUALITY OF SERVICE DELIVERY?

Abstract

This paper aimed to examine the relationship between servant leadership, employee engagement, and quality of service delivery. For this purpose, a structural equation modeling with AMOS was used to test the model fit and the relationship between each latent variable. Findings reveal that the model was fit with the empirical data. Servant leadership had a positive impact on employee engagement mediating the association between servant leadership and quality of service delivery. However, servant leadership had a negative impact on the quality of service delivery. In addition, the findings reveal a positive relationship between employee engagement and quality of service delivery. Relevant implications for future studies in this area are discussed.

Keywords

• servant leadership
• employee engagement
• quality of service delivery