The Effects of Servant Leadership and Psychological Capital on Hotel Salespeople’s Critical Job Outcomes

This thesis aims to develop and test a research model that investigates the effects of servant leadership and psychological capital on hotel salespeople‘s lateness attitude, intention to remain with the organization, service-sales ambidexterity, and service-oriented organizational citizenship behaviors. Data gathered from salespeople and their immediate supervisors employed in the four- and five-star hotels in Tehran, the capital city of Iran, were used to test the relationships in the model. Data were collected with a time lag of two weeks in three waves. The interrelationships of the aforementioned variables were tested through structural equation modeling. The results confirmed that servant leadership exerted a significant positive effect on salespeople‘s psychological capital. Salespeople high on psychological capital had lower levels of lateness attitude and higher levels of intentions to remain with the organization. Such salespeople also displayed higher levels of service-sales ambidexterity and service-oriented organizational citizenship behaviors. The results further revealed that servant leadership influenced the abovementioned outcomes through psychological capital. In this thesis, the findings given above were discussed and their theoretical and practical implications were provided. Limitations of the empirical study and its future research directions were highlighted in this thesis.