A Study on the Impact of Hotel Supervisor Leadership Styles on Employees' Organizational Citizenship Behavior with Service Management Implications

Abstract

This study aims to explore the relationship between hotel supervisors' leadership styles (transformational and transactional leadership), organizational commitment, and organizational citizenship behavior (employees, company, and customers). A questionnaire survey was conducted among hotel industry employees, resulting in 410 valid responses. The empirical results show that both transformational and transactional leadership styles of hotel supervisors enhance employees' organizational commitment; these leadership styles also strengthen employees' citizenship behavior towards colleagues, the company, and customers. Furthermore, increased organizational commitment among employees enhances their organizational citizenship behavior. This article reveals how transformational and transactional leadership influence organizational commitment and citizenship behavior, offering strategies for hotel management. Future research could explore these dynamics across different organizational cultures and hotel types to enhance the depth and generalizability of the findings.