IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i21p9446-d1510416.html
   My bibliography  Save this article

The Impact of Internal Service Quality and Ethical Leadership on Employee Performance

Author

Listed:
  • Sibel Aydemir

    (Department of Management and Organization, Zonguldak Vocational School, Zonguldak Bulent Ecevit University, Zonguldak 67100, Turkey)

  • Emrullah Kıpçak

    (Department of Management and Organization, Zonguldak Vocational School, Zonguldak Bulent Ecevit University, Zonguldak 67100, Turkey)

Abstract

One of the most fundamental values that businesses must ensure to enhance sustainable production and productivity is the satisfaction of their internal customers. It is anticipated that an increase in the satisfaction levels of internal customers will lead to improved work performance, creating a cycle linked to the services and values provided to employees by the organization. This study aims to uncover the impact of the quality of internal services offered by manufacturing companies, as well as the ethical leadership approach, on employee performance. The data obtained from surveys conducted with 412 employees of clothing and textile companies in Van, Turkey, were analyzed using the SPSS program. The results indicate that internal service quality, particularly its dimensions of responsiveness and assurance, positively affects employee performance. Furthermore, it was observed that ethical leadership generally has a negative effect on employee performance, but the ethicality and justice dimensions and task clarity dimensions of ethical leadership affect employee performance positively.

Suggested Citation

  • Sibel Aydemir & Emrullah Kıpçak, 2024. "The Impact of Internal Service Quality and Ethical Leadership on Employee Performance," Sustainability, MDPI, vol. 16(21), pages 1-23, October.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:21:p:9446-:d:1510416
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/21/9446/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/21/9446/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Rita Paralta & Eduardo Simões & Ana Patrícia Duarte, 2023. "Subjective Well-Being in Organizations: Effects of Internal Ethical Context and Ethical Leadership," IJERPH, MDPI, vol. 20(5), pages 1-17, March.
    2. Ridwan Tonny Hasiholan Pane & Djoko Setyadi & Titik Rosnani, 2022. "Implementation of Quality Management towards the Internal Service Quality and Trust in Management and its Impact on Job Satisfaction: The Role of Moderation of the National Health Insurance System," International Review of Management and Marketing, Econjournals, vol. 12(3), pages 1-9, May.
    3. David Mayer & Maribeth Kuenzi & Rebecca Greenbaum, 2010. "Examining the Link Between Ethical Leadership and Employee Misconduct: The Mediating Role of Ethical Climate," Journal of Business Ethics, Springer, vol. 95(1), pages 7-16, September.
    4. N. Nergiz Dincer & Pelin Pektekin & Ayca Tekin-Koru, 2023. "Long shadows of the walking dead on economic activity," Central Bank Review, Research and Monetary Policy Department, Central Bank of the Republic of Turkey, vol. 23(4).
    5. repec:tcb:cebare:v:23:y:2023:i:2:p:1-18 is not listed on IDEAS
    6. repec:tcb:cebare:v:23:y:2023:i:4:p:1-18 is not listed on IDEAS
    7. Muhammad Asif & Muhammad Ali Hussain & Shazia Humayun & Muhammad Awais & Mingxing Li, 2023. "Investigating the Role of Ethical Leadership on Employee Innovativeness through Bottom-Up Job Redesigning: Self-Leadership as a Catalyst," Sustainability, MDPI, vol. 15(9), pages 1-12, April.
    8. Tajneen Affnaan Saleh & Abdullah Sarwar & Md. Amirul Islam & Muhammad Mohiuddin & Zhan Su, 2022. "Effects of Leader Conscientiousness and Ethical Leadership on Employee Turnover Intention: The Mediating Role of Individual Ethical Climate and Emotional Exhaustion," IJERPH, MDPI, vol. 19(15), pages 1-17, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yidong Tu & Xinxin Lu & Yue Yu, 2017. "Supervisors’ Ethical Leadership and Employee Job Satisfaction: A Social Cognitive Perspective," Journal of Happiness Studies, Springer, vol. 18(1), pages 229-245, February.
    2. Mitchell J. Neubert & Emily M. Hunter & Remy C. Tolentino, 2022. "Modeling Character: Servant Leaders, Incivility and Patient Outcomes," Journal of Business Ethics, Springer, vol. 178(1), pages 261-278, June.
    3. M. Guerci & Giovanni Radaelli & Elena Siletti & Stefano Cirella & A. Rami Shani, 2015. "The Impact of Human Resource Management Practices and Corporate Sustainability on Organizational Ethical Climates: An Employee Perspective," Journal of Business Ethics, Springer, vol. 126(2), pages 325-342, January.
    4. Shenjiang Mo & Junqi Shi, 2017. "Linking Ethical Leadership to Employee Burnout, Workplace Deviance and Performance: Testing the Mediating Roles of Trust in Leader and Surface Acting," Journal of Business Ethics, Springer, vol. 144(2), pages 293-303, August.
    5. Ozgur Demirtas & A. Akdogan, 2015. "The Effect of Ethical Leadership Behavior on Ethical Climate, Turnover Intention, and Affective Commitment," Journal of Business Ethics, Springer, vol. 130(1), pages 59-67, August.
    6. Shadi Mohammad Altahat & Tarik Atan, 2018. "Role of Healthy Work Environments in Sustainability of Goal Achievement; Ethical Leadership, Intention to Sabotage, and Psychological Capital in Jordanian Universities," Sustainability, MDPI, vol. 10(10), pages 1-15, October.
    7. Manal Mohammed Hamoudah & Zaleha Othman & Rashidah Abdul Rahman & Nor Azila Mohd Noor & May Alamoudi, 2021. "Ethical Leadership, Ethical Climate and Integrity Violation: A Comparative Study in Saudi Arabia and Malaysia," Administrative Sciences, MDPI, vol. 11(2), pages 1-18, April.
    8. Maureen L. Ambrose & Darryl B. Rice & David M. Mayer, 2021. "Justice Climate and Workgroup Outcomes: The Role of Coworker Fair Behavior and Workgroup Structure," Journal of Business Ethics, Springer, vol. 172(1), pages 79-99, August.
    9. Rita Paralta & Eduardo Simões & Ana Patrícia Duarte, 2023. "Subjective Well-Being in Organizations: Effects of Internal Ethical Context and Ethical Leadership," IJERPH, MDPI, vol. 20(5), pages 1-17, March.
    10. Abid Hussain & Mingxing Li & Shahida Kanwel & Muhammad Asif & Arif Jameel & Jinsoo Hwang, 2023. "Impact of Tourism Satisfaction and Service Quality on Destination Loyalty: A Structural Equation Modeling Approach concerning China Resort Hotels," Sustainability, MDPI, vol. 15(9), pages 1-15, May.
    11. Baki Cem Sahin, 2024. "Zombie Firms, Firm-Bank Relationship and Spillover," CBT Research Notes in Economics 2410, Research and Monetary Policy Department, Central Bank of the Republic of Turkey.
    12. Magdaline Enow Mbi Tarkang Mary & Ali Ozturen, 2019. "Sustainable Ethical Leadership and Employee Outcomes in the Hotel Industry in Cameroon," Sustainability, MDPI, vol. 11(8), pages 1-18, April.
    13. Anne Joosten & Marius Dijke & Alain Hiel & David Cremer, 2014. "Being “in Control” May Make You Lose Control: The Role of Self-Regulation in Unethical Leadership Behavior," Journal of Business Ethics, Springer, vol. 121(1), pages 1-14, April.
    14. Gong, Taeshik & Wang, Chen-Ya, 2022. "The effects of a psychological contract breach on customer-directed deviance," Journal of Business Research, Elsevier, vol. 138(C), pages 374-386.
    15. Vita Akstinaite & Graham Robinson & Eugene Sadler-Smith, 2020. "Linguistic Markers of CEO Hubris," Journal of Business Ethics, Springer, vol. 167(4), pages 687-705, December.
    16. Angelo Nicolaides & Nkosinathi Dludla, 2023. "Virtue Ethics and Ubuntu in Leadership towards the Promotion of Ethical Organisational Operations," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 9(3), pages 285-302, July.
    17. Pablo Zoghbi-Manrique-de-Lara & Mercedes Viera-Armas, 2019. "Does Ethical Leadership Motivate Followers to Participate in Delivering Compassion?," Journal of Business Ethics, Springer, vol. 154(1), pages 195-210, January.
    18. Suzanne Gils & Michael A. Hogg & Niels Quaquebeke & Daan Knippenberg, 2017. "When Organizational Identification Elicits Moral Decision-Making: A Matter of the Right Climate," Journal of Business Ethics, Springer, vol. 142(1), pages 155-168, April.
    19. Muhammad Asif & Miao Qing & Jinsoo Hwang & Hao Shi, 2019. "Ethical Leadership, Affective Commitment, Work Engagement, and Creativity: Testing a Multiple Mediation Approach," Sustainability, MDPI, vol. 11(16), pages 1-16, August.
    20. Anne Joosten & Marius Dijke & Alain Hiel & David Cremer, 2014. "Feel Good, Do-Good!? On Consistency and Compensation in Moral Self-Regulation," Journal of Business Ethics, Springer, vol. 123(1), pages 71-84, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:16:y:2024:i:21:p:9446-:d:1510416. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.