Abstract:
Two studies considered possible gender differences in work experiences and service quality
behaviors of front-line service employees working in hotels in Turkey.. The first study examined
perceptions of servant leadership provided by their supervisors/managers and worker’s reports of
service quality provided to clients by their hotels of male and female front line workers employed in
four- and five –star hotels. Data were collected from 221 front-line employees, 122 males and 82
females, a 37% response rate, using anonymously completed questionnaires. Previously developed
and validated measures of servant leadership (Liden, Wayne, Zhao & Henderson, 2008) and service
quality (Parasuraman, Zeithaml & Berry, 1998) were used and both were found to be highly
reliable in this study. Males and females were similar on five personal demographic items. Males
tended to report higher levels (p<.10) on two dimensions of servant leadership (Emotional support,
Conceptual skills) than did females. In addition, males rated the quality of service provided higher
on three dimensions (Tangibles, Reliability, Responsiveness, and tended top rate the quality of
service higher on the composite score (p<.10) than did females. The differences on perceptions of
service quality might be attributed to the departments in which males and females were more likely
to work, males tended to work in departments having greater direct client contact. The second
investigation examined gender differences in levels of service rewards provided by their hotels and
employees engaging in in three prosocial service behaivors:estra0role, role prescribed, and
cooperation (Bettencourt & Brown, 1997). Data were collected from241` employees, 151 males and
88 females working in 18 different hotels in the Cappadocia region, using anonymously completed
questionnaires, a 60% response rate. There were no differences in perceptions of service rewards
or in prosocial behaviors. In essence, male and female front-line service workers generally
indicated more similar than different appraisals of their work experiences in both investigations. .
