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J. Almaazmi

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Review Oct 2026

Inclusive leadership and extra-role customer service behaviours: the mediating role of work adjustment and the boundary conditions of social well-being and perceived service climate

Service organisations compete on effort they cannot contractually require, and that effort is becoming harder to obtain. This study asks what still leads frontline employees to exceed their formal role, arguing that inclusive leadership (IL) facilitates such behaviour by reducing employees' uncertainty about what a...

J. Almaazmi, Faridahwati Mohd-Shamsudin, Shaker Bani-Melhem et al. · 0 citations

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