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Workplace spirituality – customer engagement Nexus: the mediated role of spiritual leadership on customer–oriented boundary–spanning behaviors

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  • Steven W. Bayighomog
  • Hüseyin Araslı

Abstract

Customer engagement entails unequivocal frontline service employees’ top performances and recommendable behaviors through management appropriate leadership to flourish. Under the social exchange and social identity theories, this study investigates employee customer–oriented boundary-spanning behaviors as an outcome of spiritual leadership, through the mediating effect of employee spiritual survival and well-being. PROCESS macro was used to analyze data collected from 5-star hotels full-time frontline employees in Antalya, Turkey. Results indicated that the effect of spiritual leadership on the three dimensions of customer-oriented boundary-spanning behaviors is fully mediated by spiritual survival and spiritual well-being. Spirituality appears to be a noteworthy but remote contributor to customer engagement via employees’ boundary-spanning behaviors. Our study contributed to the boundary-spanning and customer engagement literature by illustrating that a sense of mission and wellbeing at the workplace are adequate requirements to engage a frontline employee, whose boundary-spanning behaviors will be instrumental in fostering customer engagement. Further detailed theoretical and managerial implications are discussed.

Suggested Citation

  • Steven W. Bayighomog & Hüseyin Araslı, 2019. "Workplace spirituality – customer engagement Nexus: the mediated role of spiritual leadership on customer–oriented boundary–spanning behaviors," The Service Industries Journal, Taylor & Francis Journals, vol. 39(7-8), pages 637-661, June.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:7-8:p:637-661
    DOI: 10.1080/02642069.2019.1570153
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    Cited by:

    1. Sai Bhargavi Vedula & Rakesh Kumar Agrawal, 2024. "Mapping Spiritual Leadership: A Bibliometric Analysis and Synthesis of Past Milestones and Future Research Agenda," Journal of Business Ethics, Springer, vol. 189(2), pages 301-328, January.
    2. Usman, Muhammad & Khalid, Adeel & Saeed, Munazza & Shafique, Shoaib & Babalola, Mayowa T. & Ren, Shuang, 2024. "Invigorating the spirit of being adaptive: Examining the role of spiritual leadership in adaptive selling," Journal of Business Research, Elsevier, vol. 177(C).
    3. Delong Zhu & Waseem Bahadur & Muhammad Ali, 2023. "The effect of spiritual leadership on proactive customer service performance: The roles of psychological empowerment and power distance," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    4. Huseyin Arasli & Mustafa Cengiz & Hasan Evrim Arici & Nagihan Cakmakoglu Arici & Furkan Arasli, 2021. "The Effect of Abusive Supervision on Organizational Identification: A Moderated Mediation Analysis," Sustainability, MDPI, vol. 13(15), pages 1-15, July.
    5. Panteha Farmanesh & Pouya Zargar & Vildan Esenyel & Asim Vehbi, 2021. "Linking Spiritual Leadership and Boundary-Spanning Behavior: The Bright Side of Workplace Spirituality and Self-Esteem," SAGE Open, , vol. 11(3), pages 21582440211, August.
    6. Mahmut Kılıç & Orhan Uludağ, 2021. "The Effects of Transformational Leadership on Organizational Performance: Testing the Mediating Effects of Knowledge Management," Sustainability, MDPI, vol. 13(14), pages 1-27, July.

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