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The Impact of Servant Leadership and Transformational Leadership on Employees' Service Recovery Performance: A Comparative Analysis

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Title: The Impact of Servant Leadership and Transformational Leadership on Employees' Service Recovery Performance: A Comparative Analysis
Language: English
Authors: Quy Thi Kim Hoang, Dong Mai Tran, Tien Minh Dinh
Source: Learning Organization. 2026 33(1):155-174.
Availability: Emerald Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emerald.com/insight
Peer Reviewed: Y
Page Count: 20
Publication Date: 2026
Document Type: Journal Articles
Reports - Research
Descriptors: Leadership Styles, Transformational Leadership, Employees, Job Performance, Service Occupations, Air Transportation, Foreign Countries
Geographic Terms: Vietnam
DOI: 10.1108/TLO-10-2024-0326
ISSN: 0969-6474
1758-7905
Abstract: Purpose: Systematic research on leadership began in the 20th century, though its influence has permeated human history for thousands of years. It is unrealistic to anticipate a unanimous consensus among leadership scholars regarding the most effective behavior and leadership styles. Drawing on social learning theory and social exchange theory, this empirical study aims to compare the effects of transformational and servant leadership on employees' service recovery performance in the context of the Vietnamese aviation service industry. Design/methodology/approach: The study employed a paper-based questionnaire to collect data from 371 valid respondents. Three proposed hypotheses were tested using partial least squares structural equation modeling (PLS-SEM). Findings: The study revealed that servant leadership and transformational leadership are strongly associated with employees' service recovery performance, though the degree to which each leadership style exerts its influence varies. It is evident that the service recovery performance of employees benefits more from transformational leadership than from servant leadership. Originality/value: This research analyzes two leadership styles and gives theoretical and practical insights for academics and practitioners, by looking at a structural model with three constructs--servant leadership, transformational leadership and employee service recovery performance. This research helps us better understand which leadership style is connected to employee service recovery performance and how exactly this occurs.
Abstractor: As Provided
Entry Date: 2026
Accession Number: EJ1505806
Database: ERIC
FullText Text:
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PubType: Academic Journal
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IllustrationInfo
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  Label: Title
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  Data: The Impact of Servant Leadership and Transformational Leadership on Employees' Service Recovery Performance: A Comparative Analysis
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  Data: English
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  Data: <searchLink fieldCode="AR" term="%22Quy+Thi+Kim+Hoang%22">Quy Thi Kim Hoang</searchLink><br /><searchLink fieldCode="AR" term="%22Dong+Mai+Tran%22">Dong Mai Tran</searchLink><br /><searchLink fieldCode="AR" term="%22Tien+Minh+Dinh%22">Tien Minh Dinh</searchLink>
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  Data: <searchLink fieldCode="SO" term="%22Learning+Organization%22"><i>Learning Organization</i></searchLink>. 2026 33(1):155-174.
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  Data: Emerald Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emerald.com/insight
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  Data: Y
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  Data: 20
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  Data: 2026
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  Data: Journal Articles<br />Reports - Research
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  Data: <searchLink fieldCode="DE" term="%22Leadership+Styles%22">Leadership Styles</searchLink><br /><searchLink fieldCode="DE" term="%22Transformational+Leadership%22">Transformational Leadership</searchLink><br /><searchLink fieldCode="DE" term="%22Employees%22">Employees</searchLink><br /><searchLink fieldCode="DE" term="%22Job+Performance%22">Job Performance</searchLink><br /><searchLink fieldCode="DE" term="%22Service+Occupations%22">Service Occupations</searchLink><br /><searchLink fieldCode="DE" term="%22Air+Transportation%22">Air Transportation</searchLink><br /><searchLink fieldCode="DE" term="%22Foreign+Countries%22">Foreign Countries</searchLink>
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  Data: <searchLink fieldCode="DE" term="%22Vietnam%22">Vietnam</searchLink>
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  Data: 10.1108/TLO-10-2024-0326
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  Data: 0969-6474<br />1758-7905
– Name: Abstract
  Label: Abstract
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  Data: Purpose: Systematic research on leadership began in the 20th century, though its influence has permeated human history for thousands of years. It is unrealistic to anticipate a unanimous consensus among leadership scholars regarding the most effective behavior and leadership styles. Drawing on social learning theory and social exchange theory, this empirical study aims to compare the effects of transformational and servant leadership on employees' service recovery performance in the context of the Vietnamese aviation service industry. Design/methodology/approach: The study employed a paper-based questionnaire to collect data from 371 valid respondents. Three proposed hypotheses were tested using partial least squares structural equation modeling (PLS-SEM). Findings: The study revealed that servant leadership and transformational leadership are strongly associated with employees' service recovery performance, though the degree to which each leadership style exerts its influence varies. It is evident that the service recovery performance of employees benefits more from transformational leadership than from servant leadership. Originality/value: This research analyzes two leadership styles and gives theoretical and practical insights for academics and practitioners, by looking at a structural model with three constructs--servant leadership, transformational leadership and employee service recovery performance. This research helps us better understand which leadership style is connected to employee service recovery performance and how exactly this occurs.
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  Data: 2026
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PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=eric&AN=EJ1505806
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      – Type: doi
        Value: 10.1108/TLO-10-2024-0326
    Languages:
      – Text: English
    PhysicalDescription:
      Pagination:
        PageCount: 20
        StartPage: 155
    Subjects:
      – SubjectFull: Leadership Styles
        Type: general
      – SubjectFull: Transformational Leadership
        Type: general
      – SubjectFull: Employees
        Type: general
      – SubjectFull: Job Performance
        Type: general
      – SubjectFull: Service Occupations
        Type: general
      – SubjectFull: Air Transportation
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      – SubjectFull: Foreign Countries
        Type: general
      – SubjectFull: Vietnam
        Type: general
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      – TitleFull: The Impact of Servant Leadership and Transformational Leadership on Employees' Service Recovery Performance: A Comparative Analysis
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            NameFull: Quy Thi Kim Hoang
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            NameFull: Dong Mai Tran
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            NameFull: Tien Minh Dinh
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              Y: 2026
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