The role of authentic leadership in improving service quality with the mediating role of citizenship behavior and organizational trust

Abstract

Context and purpose: One of the most effective factors on service quality is the organizational citizenship behavior of employees, which is influenced by authentic leadership and organizational trust. The main purpose of this research was to investigate the role of authentic leadership in improving the services quality of the directorate department of cooperatives, labor and social welfare (GDDCLSW) in Gilan province with the mediating role of citizenship behavior and organizational trust.Methodology/approach: The present research is applied in terms of purpose, correlation in terms of method field study in terms of data collection The statistical population of the research includes 253 employees of the GDDCLSW of Gilan province, who were studied during a one-year period ending in February 2022. The minimum required sample size was estimated as 155 personels using the Cochran formula for a limited population. A researcher-made questionnaire was used to collect necessary data, using a 5-point Likert scale ranging from strongly disagree (1) to strongly agree (5).Findings and conclusions: The results of the analysis show that authentic leadership has an impact on organizational trust and organizational citizenship behavior of the employees of the GDDCLSW in Gilan province.Originality: While studying the role of authentic leadership in improving the service quality, this research aims to provide a framework for examining the mediating role of organizational citizenship behavior and organizational trust variables in the relationship between authentic leadership and improving the services quality among employees of GDDCLSW in Gilan province.Practical suggestions: Based on the results of the hypothetical test, it is proposed that managers should provide the opportunity for employees to freely express their opinions and offer creative ideas in order to promote organizational citizenship behavior.Research limitations/implications: One of the limitations of research is measurement tools. Respondents are biased in answering questions directly related to their attitudes, emotions, and organizational status. It is recommended to use tools such as cognitive sciences to determine employees' real opinions.

Keywords

• authentic leadership
• service quality
• organizational citizenship behavior
• organizational trust