The dilemma of frontline servant leadership: the conflict between top management directives and grassroots employee wellbeing and retention

Servant leadership in the workplace involves providing services and cultivating trust amongst subordinates. However, leadership dynamics can be distorted when hospitality frontline managers assume leadership roles by strictly adhering to top management strategic directives. The current study delved into the interplay amongst servant leadership, employee wellbeing and retention, highlighting the pivotal role of service climate, procedural justice and customer satisfaction as moderating variables.