Driving employees to serve customers beyond their roles in the Vietnamese hospitality industry: The roles of paternalistic leadership and discretionary HR practices

Our research primarily seeks to assess how paternalistic leadership behaviors – authoritarianism, benevolence, and morality – influence extra-role customer service via employee work engagement as a mediator. The data for our research model were gleaned from four- or five-star hotels in Ho Chi Minh City, Vietnam. To test the hypotheses of the research model, structural equation modelling was employed. Our research findings cast light on the...