Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs

In service work, emotional demands are important due to their effects on social interactions with customers, patients, pupils, etc. The purpose of this study is to examine how emotional demands and leadership are related to engagement of the team members. The sample consists of 1,079 employees neste...

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Autores: Salanova, Marisa, Cruz-Ortiz, Valeria
Formato: artículo
Fecha de publicación:2020
País:España
Recursos:Colegio Oficial de Psicólogos de Madrid
Repositorio:Journal of Work and Organizational Psychology
OAI Identifier:oai:journals.copmadrid.org:jwop/art/jwop2020a10
Acesso em linha:https://doi.org/10.5093/jwop2020a10
Access Level:acceso abierto
Palavra-chave:Leadership, Emotional demands, Engagement, Multilevel
Liderazgo, Demandas emocionales, Engagement, Multinivel
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network_acronym_str ES
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dc.title.none.fl_str_mv Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs
¡Nuestro jefe es un buen jefe! Los efectos transnivel del liderazgo transformacional sobre el engagement en el trabajo en puesto de servicio
title Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs
spellingShingle Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs
Salanova, Marisa
Leadership, Emotional demands, Engagement, Multilevel
Liderazgo, Demandas emocionales, Engagement, Multinivel
title_short Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs
title_full Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs
title_fullStr Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs
title_full_unstemmed Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs
title_sort Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs
dc.creator.none.fl_str_mv Salanova, Marisa
Cruz-Ortiz, Valeria
author Salanova, Marisa
author_facet Salanova, Marisa
Cruz-Ortiz, Valeria
author_role author
author2 Cruz-Ortiz, Valeria
author2_role author
dc.subject.none.fl_str_mv Leadership, Emotional demands, Engagement, Multilevel
Liderazgo, Demandas emocionales, Engagement, Multinivel
topic Leadership, Emotional demands, Engagement, Multilevel
Liderazgo, Demandas emocionales, Engagement, Multinivel
description In service work, emotional demands are important due to their effects on social interactions with customers, patients, pupils, etc. The purpose of this study is to examine how emotional demands and leadership are related to engagement of the team members. The sample consists of 1,079 employees nested in 124 work teams from four Spanish public organizations. Multilevel analyses showed: 1) a positive effect of emotional demands on work engagement, 2) a cross-level effect of leadership on work engagement, and 3) a cross-level moderation effect of leadership on the relationship between emotional demands and work engagement. Results suggest that shared perceptions of leadership by teams affect their work engagement levels directly and through an interaction effect on the emotional demands-engagement relationship. When employees feel emotionally overloaded, their leaders can relieve this negative impact on their levels of work engagement. Practical and theoretical implications are presented.
publishDate 2020
dc.date.none.fl_str_mv 2020
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/published
format article
dc.identifier.none.fl_str_mv https://doi.org/10.5093/jwop2020a10
url https://doi.org/10.5093/jwop2020a10
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv /*ref*/K. A. Arnold(2017) Transformational leadership and employee psychological well-being: A review and directions for future research. Journal of Occupational Health Psychology 22(3), 381-393 DOI: https://doi.org/10.1037/ocp0000062
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spelling Our Boss is a Good Boss! Cross-level Effects of Transformational Leadership on Work Engagement in Service Jobs¡Nuestro jefe es un buen jefe! Los efectos transnivel del liderazgo transformacional sobre el engagement en el trabajo en puesto de servicioSalanova, MarisaCruz-Ortiz, ValeriaLeadership, Emotional demands, Engagement, MultilevelLiderazgo, Demandas emocionales, Engagement, MultinivelIn service work, emotional demands are important due to their effects on social interactions with customers, patients, pupils, etc. The purpose of this study is to examine how emotional demands and leadership are related to engagement of the team members. The sample consists of 1,079 employees nested in 124 work teams from four Spanish public organizations. Multilevel analyses showed: 1) a positive effect of emotional demands on work engagement, 2) a cross-level effect of leadership on work engagement, and 3) a cross-level moderation effect of leadership on the relationship between emotional demands and work engagement. Results suggest that shared perceptions of leadership by teams affect their work engagement levels directly and through an interaction effect on the emotional demands-engagement relationship. When employees feel emotionally overloaded, their leaders can relieve this negative impact on their levels of work engagement. Practical and theoretical implications are presented.En el trabajo de servicio, las demandas emocionales son importantes debido a sus efectos sobre las interacciones sociales con clientes, pacientes, alumnos, etc. El propósito de este estudio es examinar cómo se relacionan las demandas emocionales y el liderazgo con el engagement en el trabajo de los miembros del equipo. La muestra consiste en 1,079 empleados anidados en 124 equipos de trabajo de cuatro organizaciones públicas españolas. Los análisis multinivel mostraron: 1) un efecto positivo de las demandas emocionales sobre el engagement en el trabajo, 2) un efecto, a través de los niveles, del liderazgo sobre el engagement en el trabajo y 3) un efecto de moderación, a través de los niveles, del liderazgo sobre la relación entre las demandas emocionales y el engagement en el trabajo. Los resultados sugieren que las percepciones compartidas sobre el liderazgo que tiene el equipo afectan a sus niveles de engagement en el trabajo directamente y a través de un efecto de interacción sobre la relación demandas emocionales-engagement. Cuando los empleados se sienten emocionalmente sobrecargados, sus líderes pueden aliviar este impacto negativo en sus niveles de engagement en el trabajo. Se presentan implicaciones teóricas y prácticas.Colegio Oficial de Psicologos de Madrid2020info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedapplication/pdftext/htmlapplication/xmlhttps://doi.org/10.5093/jwop2020a10reponame:Journal of Work and Organizational Psychologyinstname:Colegio Oficial de Psicólogos de MadridInglés/*ref*/K. A. Arnold(2017) Transformational leadership and employee psychological well-being: A review and directions for future research. Journal of Occupational Health Psychology 22(3), 381-393 DOI: https://doi.org/10.1037/ocp0000062/*ref*/B. E Ashforth, R. H. Humphrey(1993) Emotional labor in service roles: The influence of identity. Academy of Management Review 18(), 88-115 DOI: https://doi.org/10.5465/amr.1993.3997508/*ref*/A. B Bakker, E. Demerouti(2013) La teoría de las demandas y los recursos laborales. Revista de Psicología del Trabajo y de las Organizaciones 29(), 107-115 DOI: https://doi.org/10.5093/tr2013a16/*ref*/A.B Bakker, E Demerouti(2017) Job demands-resources theory: Taking stock and looking forward. Journal of Occupational Health Psychology 22(3), 273-285 DOI: https://doi.org/10.1037/ocp0000056/*ref*/A. B Bakker, J. J Hakanen, E Demerouti, D. Xanthopoulou(2007) Job resources boost work engagement, particularly when job demands are high. Journal of Educational Psychology 99(), 274-284 DOI: https://doi.org/10.1037/0022-0663.99.2.274/*ref*/A. B Bakker, A. J. Sanz-Vergel(2013) Weekly work engagement and flourishing: The role of hindrance and challenge job demands. Journal of Vocational Behavior 83(), 397-409 DOI: https://doi.org/10.1016/j.jvb.2013.06.008/*ref*/B. M. Bass(1985) . Leadership and performance beyond expectationsThe Free Press (), DOI: https://doi.org/10.1016/j.jvb.2013.06.008/*ref*/B. M Bass, B. J Avolio(1990) . Transformational leadership development: Manual for the multifactor leadership questionnaireConsulting Psychologists Press (), DOI: https://doi.org/10.1016/j.jvb.2013.06.008/*ref*/B. M Bass, B. J. Avolio(1994) . Improving organizational effectiveness through transformational leadershipSage (), DOI: https://doi.org/10.1016/j.jvb.2013.06.008/*ref*/B. M Bass, B. J Avolio, D. I Jung, Y. Berson(2003) Predicting unit performance by assessing transformational and transactional leadership. Journal of Applied Psychology 88(2), 207-217 DOI: https://doi.org/10.1037/0021-9010.88.2.207/*ref*/P. D. Bliese(2000) . Multilevel theory, research, and, methods in organizationJossey-Bass (), 349-381 DOI: https://doi.org/10.1037/0021-9010.88.2.207/*ref*/A. P Brief, H. M. Weiss(2002) Organizational behavior: Affect in the workplace. Annual Review of Psychology 53(), 279-307 DOI: https://doi.org/10.1146/annurev.psych.53.100901.135156/*ref*/A. S Bryk, S. W. Raudenbush(2002) . Hierarchical linear models: Applications and data analysis methodsSage (), DOI: https://doi.org/10.1146/annurev.psych.53.100901.135156/*ref*/R. J Burke, K. M. Page(2017) . Research handbook on work and well-beingEdward Elgar Publishing (), DOI: https://doi.org/10.1146/annurev.psych.53.100901.135156/*ref*/R Castillo-Gualda, M Herrero, R Rodríguez-Carvajal, M. A Brackett, P. Fernández-Berrocal(2019) The role of emotional regulation ability, personality, and burnout among Spanish teachers. International Journal of Stress Management 26(2), 146-158 DOI: https://doi.org/10.1037/str0000098/*ref*/H Chen, P Cohen, S. Chen(2010) How big is a big odds ratio? Interpreting the magnitudes of odds ratios in epidemiological studies. Communications in Statistics -Simulation and Computation 39(), 860-864 DOI: https://doi.org/10.1080/03610911003650383/*ref*/M. S Christian, A. S Garza, J. E. 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