Exploring the influence of spiritual leadership on proactive customers service performance

This study examines the interaction between spiritual leadership and employee proactive service performance in the competitive hospitality industry. Using social exchange theory (SET) and conservation of resources (COR) theory as frameworks, we propose a model where organizational identification and employee voice mediate the relationship between spiritual leadership and proactive service performance. Additionally, we explore how service climate moderates these mediating effects. Data collected from 357 respondents in China, and were analyzed using structural equation modeling (SEM). The results reveal a strong positive link between spiritual leadership and proactive service performance, both directly and through the mediators. Furthermore, a high service climate enhances these effects, fostering a conducive environment for proactive behavior. These findings contribute to understanding how leadership, organizational identification, and employee voice intersect, with service climate playing a crucial moderating role. This research offers valuable insights for hotel managers and organizational scholars aiming to cultivate a positive service climate to enhance service performance.