December 9, 2015
Hospitality management professor earns Best Paper Award
Jichul Jang received a Best Paper Award at the eighth International Conference on Service Management recently in Washington D.C.
He is an assistant professor in the department of hospitality management, College of Human Ecology.
Jang presented "A multi-level investigation of relationships among servant leadership and customer service: A moderated mediated model of employee engagement and self-efficacy."
His research looked at how a restaurant manager's leadership behaviors can enhance employee engagement, customer satisfaction and customer loyalty.
Because it is an emerging form of leadership, servant leadership has received considerable research attention; however, few studies have focused on servant leadership in the hospitality industry, he said. "It is important to understand the underlying mechanisms by which servant leadership influences customer outcomes," he added.