Investigating the impact of servant leadership on service excellence: the mediating role of PsyCap as a personal resource and buffering role of conscientiousness

Abstract

PurposeApplying servant leadership theory, this study aims to investigate whether servant leadership predicts service excellence of bank employees through mediating role of psychological capital (PsyCap). It also tests buffering role of conscientiousness in boosting service excellence.Design/methodology/approachThe study uses data collected from 224 bank employees. SPSS and jamovi statistics were used for data analysis.FindingsStudy findings suggest a significant relationship between servant leadership, service excellence and PsyCap. PsyCap emerged as a mediator, and conscientiousness moderated the nexus between servant leadership and service excellence.Practical implicationsFindings highlight important implications for organisational practitioners. Because servant leadership leads to service excellence, practitioners should consider adopting servant leadership at every organizational level. Further, servant leaders could enhance followers’ PsyCap for creating service excellence. Organisations should use customized training programs and development interventions to enhance service excellence.Originality/valueThis study is one of the few studies to investigate the mediating role of PsyCap as a personal resource and buffering role of conscientiousness for service sector employees. Study generates new insights on employee experiences working in service sectors.