and Ko 2009: 195) and there is evidence that factors such as these negatively
affect employees’ motivation levels (Kivela and Go 1996).
An important dimension of the transformational leadership model is that of
Inspirational Motivation (IM) which describes the capacity of transformational
leaders to inspire, motivate and provide and shape meaning for employees by
emphasising priorities, purpose and a vision for goal achievement (Avolio et al.
1991; Bass 1999). For service staff experiencing challenging employment
characteristics such as those described above, the presence and influence of an
inspirational leader who can provide or enhance work meaning, motivate them to
perform well and increase their levels of job satisfaction may be welcomed.
The potential importance of the inspirational motivational dimension of leadership
for enhancing service staff experience of their jobs is captured by the sentiments
of Keegan, who, with reference to improving jobs through redesign, enrichment or
automation, writes that:
...it is my belief, (...) that most of the jobs in the hospitality industry
do not lend themselves to such improvements. The challenge for us is
not so much to change the job, but to provide the managerial
leadership that would create an environment in which the employee’s
real needs are satisfied.
(1983: 92-93)The current research aims to evaluate the extent to which motivational leadership
(based on the IM component of transformational leadership theory) contributes to
hospitality catering employees’ levels of work motivation (measured as attitudes
to work and job performance). In a wider hospitality context, there is the
potential for hospitality researchers to use the transformational leadership
conceptual framework to examine a wide range of specific job performance and
motivational research questions. In this way, the agenda is set for hospitality
researchers to generate new understandings of how employee work motivation
can be enhanced at attitudinal and behavioural levels. For hospitality
organisations, enhanced employee work motivation and improved job
performance can bring positive benefits in terms of improved customer service.