Abstract:
ABSTRACT
The study evaluated the mediating role of job satisfaction and perceived
organizational support on the relationship between servant leadership and
service delivery among hotels in the Upper East Region. Specifically, the
study assessed the effect of servant leadership on service delivery; assess the
role of job satisfaction in mediating the connection between servant leadership
and service delivery; examined the role of perceived organizational support in
mediating the relationship between servant leadership and service delivery.
The study was guided by explanatory research design. Data collected from 253
staff of the hotels in the Upper East Region through simple random sampling
technique was analysed by employing partial least square estimation. The
main finding of the study was that hotels that practiced servant leadership
were better placed to satisfy employees and also tend to enhance employee
perceived organizational support, which then turns to improve their service
delivery. Hence, it was recommended that the managers of hotels should
improve their servant leadership practices to enhance service delivery. Further,
the managers in these hotels should note that, for them to increase service
delivery, satisfying employees’ job and enhancing perceived organizational
support should be a key objective they should try to achieve.
