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Charismatic leadership and public service recovery performance

Charismatic leadership and public service recovery performance PurposePublic service failures need to be recovered to sustain citizen satisfaction with public services. The purpose of this paper is to investigate the role of charismatic leadership in leveraging public service recovery performance (PSRP) as well as a moderated mediation mechanism underlying such an effect.Design/methodology/approachPublic employees and their managers from local governments were recruited to provide the data for this research. Data analysis was conducted through structural equation modeling.FindingsFrom the research results, charismatic leadership demonstrated the positive association with PSRP via public service motivation (PSM) as a mediator. Besides, serving culture was also found to play a moderating role to strengthen the positive links between charismatic leadership and PSRP as well as PSM.Originality/valueThe research model adds further insights into charismatic leadership and service recovery knowledge through the relationship between these two concepts as well as a moderated mediation mechanism underpinning this relationship. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Marketing Intelligence & Planning Emerald Publishing

Charismatic leadership and public service recovery performance

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0263-4503
DOI
10.1108/MIP-06-2017-0122
Publisher site
See Article on Publisher Site

Abstract

PurposePublic service failures need to be recovered to sustain citizen satisfaction with public services. The purpose of this paper is to investigate the role of charismatic leadership in leveraging public service recovery performance (PSRP) as well as a moderated mediation mechanism underlying such an effect.Design/methodology/approachPublic employees and their managers from local governments were recruited to provide the data for this research. Data analysis was conducted through structural equation modeling.FindingsFrom the research results, charismatic leadership demonstrated the positive association with PSRP via public service motivation (PSM) as a mediator. Besides, serving culture was also found to play a moderating role to strengthen the positive links between charismatic leadership and PSRP as well as PSM.Originality/valueThe research model adds further insights into charismatic leadership and service recovery knowledge through the relationship between these two concepts as well as a moderated mediation mechanism underpinning this relationship.

Journal

Marketing Intelligence & PlanningEmerald Publishing

Published: Feb 5, 2018

References

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