Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Manajemen dan Pemasaran Jasa
Agni Shanti Mayangsari
Doctoral Program Human Resource Development, Postgraduate School Airlangga University Surabaya, Indonesia
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Middle manager impacts: Situational leadership on service quality performance Agni Shanti Mayangsari; Juansih; Wahyu Eko Pujianto
Jurnal Manajemen dan Pemasaran Jasa Vol. 18 No. 1 (2025): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/v18i1.19989

Abstract

This study investigates the impact of situational leadership by middle managers on service quality performance in Surabaya's hospitality industry, with Perceived Organizational Support as a moderating variable. Data were collected from 179 valid responses from 15 star-rated hotels, focusing on managerial roles such as Front Office Managers and Executive Housekeepers. A quantitative approach was adopted, employing Structural Equation Modeling (SEM) for data analysis. The results indicate that delegative and supportive leadership significantly enhance service quality, while coaching and directive leadership do not show a significant effect. Moreover, POS significantly improves service quality but does not strengthen the relationship between situational leadership styles and service quality. These findings emphasize the importance of tailoring leadership approaches to specific contexts, highlighting the critical role of delegative leadership and organizational support in fostering service quality. Future research should expand beyond Surabaya and explore other industries to enhance the generalizability of these findings. This study contributes to the contingency theory by examining the dynamic interplay between situational leadership and contextual factors in improving organizational performance.
Co-Authors Juansih Wahyu Eko Pujianto