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Purpose Drawing from servant leadership (SL) and social exchange theories, our study investigates trust in organization (TIO) as a mediator of the impact of SL on job, career and life satisfaction. Design/methodology/approach A time-lagged survey design was used to gather data from flight attendants in Turkey. Structural equation modeling was used as the main analytic tool to assess these relationships. Findings The relationships proposed in the authors’ study receive full support from the empirical data. Specifically, TIO is one of the immediate outcomes of SL that engenders job, career and life satisfaction at elevated levels. The results highlight the impacts of job and career satisfaction in the intermediate linkage between SL and life satisfaction. Practical implications Management should train managerial employees to enhance the understanding of SL, which boosts flight attendants’ TIO. Management should invest in human resources through training and empowerment. This makes flight attendants perceive that management does not violate psychological contract. Such employees develop TIO that in turn engenders higher job, career and life satisfaction. It is also important to reward servant leaders when they succeed in making flight attendants develop TIO and motivating them to have higher job performance. Originality/value Little is known about the consequences of SL in the extant service research. More importantly, there are still calls for research about the variables (e.g. TIO) mediating the relationship between SL and employee satisfaction outcomes.

Considering the recent lockdowns and travel bans due to COVID-19, novel tourism strategies are necessary to face the increasing need for innovative products and services and to ensure long-term sustainable growth. This study looks into the potential use of drones in providing online virtual tours of open-space tourist attractions. To do so, a novel mixed-integer linear mathematical model is developed to optimally determine the number and location of required facilities and the number of drones assigned to each center. The model is applied to a case study of Rome by selecting six historic sites as the tourist attractions and considering several candidate locations for establishing the facilities. The results of different potential scenarios imply that the project is profitable, even if the demand for virtual tours is low.

Managers of food service operations standardise various aspects of operations to sustain consistent service quality. Frontline employees in these operations are expected to carry out tasks as per standards. Standards demand that frontline employees regulate their behaviours and emotions to complete their duties. Therefore, referring to the organisational role theory and the emotion regulation theory as the directing basis, this study examined the impact of job standardisation on emotional labour, as well as the effect of emotional labour on emotional exhaustion and job satisfaction of frontline employees in the hospitality sector. This study also examined the mediating effect of emotional labour on the relation between job standardisation, on one hand, and emotional exhaustion and job satisfaction on the other hand. The data collection was carried out in food service operations in Lebanon. Structural equation modelling (SEM) was used to assess the relations. The results showed that job standardisation negatively affected emotional labour and that emotional labour had a positive effect on emotional exhaustion and a negative effect on job satisfaction. Furthermore, emotional labour mediated the relation between job standardisation and emotional exhaustion and job satisfaction. Practical and theoretical implications and directions for future research are also provided.

A good deal of evidence indicates that servant leadership play a critical role in employees' job outcomes. However, research studies on the variables that could mediate the effect of servant leadership in determining this relationship are relatively few. Utilizing the framework of leader-member exchange and social exchange theories, this study examines the mediating effect of “trust in coworkers” in the effect of “servant leadership” on employee job outcomes. Survey data were sourced from 315 bank employees and managers in Northern Cyprus. Partial least square structural equation modeling was utilized with the aid of WarpPLS (7.0) to test the study hypotheses. Servant leadership was found to have a direct and indirect relationship with employees' career satisfaction, service recovery performance, and innovative work behavior. In contrast, the servant leadership relationship with job satisfaction was indirect. In addition, trust in coworkers was found to be a mediator in the relationship between servant leadership and employees' job outcomes. The theoretical and practical implications of this study were highlighted.