The leadership inclusion framework: Conceptualization and application in hospitality
研究开发并验证了领导包容性框架，基于308名酒店经理的调查数据，发现个人、组织和社会层面的包容性分别提升员工的组织公民行为、顾客绩效和服务补救绩效。
This study developed and tested the Leadership Inclusion Framework (LIF) to enhance leaders’ inclusion in hospitality organizations. Using survey data from 308 hospitality managers, exploratory factor analysis (EFA) confirmed distinct constructs and measurement reliability, followed by confirmatory factor analysis (CFA) to verify the framework’s fit with empirical data (Phase 1). A hierarchical SEM tested hypotheses on the final model (Phase 2). Individual inclusion significantly increases employees’ organizational citizenship behaviors, customer performance, and service recovery performance. Organizational inclusion significantly increases employees’ customer performance and service recovery performance. Societal inclusion significantly increases employees’ customer performance and organizational citizenship behaviors. Implications for theory and industry are discussed.