Servant Leadership in the Service Sector: Linkages with Employee Motivation and Retention

Abstract

The study focuses upon the analysis of characteristics of servant leadership in an organization and revealing the linkage of servant leadership and employees` motivation and retention. The aim of the study is to investigate the linkages between servant leadership and employees` motivation and retention in service sector. The aim outlines the tasks oriented towards assessment of motivation value when servant leadership is introduced; analysis of the effects of servant leadership on employees` retention; and description of servant leadership during time of uncertainty and increased turbulence. Studying the linkage of servant leadership with employees` motivation and retention we employed both qualitative and quantitative methods of investigation. For this research, we ed 238 employees of service-oriented companies six regions of Ukraine. They were males and females and differed in age, education background, job experience, and salary. The data were collected through face-to-face interviews between March 17 and August 22, 2023. The results showed that implementation of servant leadership in service-oriented company positively affects employees` motivation and retention. Also, servant leadership is linked to the company`s success and sustainability during time of uncertainty and increased turbulence. In service sector servant leadership is introduced in three levels: individual level, team level and company level. Each level is characterized by a number of descriptors that optimize servant leadership and contribute to the company success and employees` satisfaction. The results may be used by company leaders and owners who are involved in service industries. Also, the findings may improve the process of future managers` training.