Leader Behavior, Job Performance, and Service Quality: Ethical Perspective From Banking Sector

Onan G., Ozmen O. N., FİRUZAN E.

ISTANBUL BUSINESS RESEARCH, cilt.52, sa.1, ss.161-183, 2023 (ESCI, TRDizin) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 52 Sayı: 1
  • Basım Tarihi: 2023
  • Doi Numarası: 10.26650/ibr.2023.52.828912
  • Dergi Adı: ISTANBUL BUSINESS RESEARCH
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), TR DİZİN (ULAKBİM)
  • Sayfa Sayıları: ss.161-183
  • Anahtar Kelimeler: ethical leadership, ethical climate, job performance, service quality, SEM-PL
  • Dokuz Eylül Üniversitesi Adresli: Evet

Özet

This study aimed to examine the relationships between ethical leadership behavior, ethical work climate, employee job performance, and customer service quality. The impact of ethical leadership on three types of ethical climates-egoist, benevolent, and principled-, employee job performance, and customer service quality were analyzed, as were the climate. However, the results indicate that the egoist and benevolent climates do not have a significant influence on job performance, but the principled climate positively affects the job performance of employees. In addition, ethical leadership affects job performance positively. However, ethical leadership and service quality, as well as job performance ethical working climate and have a positive effect on employee job performance and quality of service.