Leadership Trust and Behavior Boost Employee Service Quality

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 on CO-OCB, which was partially mediated by TIL, leading to an increase in employee service quality. The findings suggest that implementing paternalistic leadership can improve service quality in the heavy equipment industry. Practical implications and suggestions for future research are also discussed.