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.
Marketing Intelligence & Planning – Emerald Publishing
Published: Feb 5, 2018
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