Leadership Trust and Behavior Boost Employee Service Quality
Christianto Utomo,
Yanki Hartijasti
Abstract:This study aimed to investigate the effect of Indonesia's paternalistic leadership style on employee service quality in the heavy equipment industry, mediated by customer-oriented organizational citizenship behavior (CO-OCB) and trust in the leader (TIL). The researchers used a quantitative confirmatory factor analysis approach, distributing questionnaires to 1,660 employees in 20 branches of the largest heavy equipment dealer in Indonesia. The results showed that paternalistic leadership had a positive effect… Show more
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