From Spiritual Leadership to Customer Reviews

Within the service industry, a company's influence on the quality of the service provided to external customers depends on its ability to maintain a greater degree of satisfaction among its internal customers, or staff. Superior external service quality ultimately results from higher internal service quality. Spiritual leadership and internal service quality influence customer reviews and perceptions by shaping employees' behavior, ensuring consistent service delivery, and fostering a customer-centric culture. Online customer reviews are considered electronic word-of-mouth (eWOM) to discover the customers' sentiments, opinions, attitudes, needs and wants, and emotions about the company's performance. They are a great part of information sources in the prospective customers' decision-making. This book provides a comprehensive examination of how spiritual leadership and customer reviews can synergistically enhance service quality in the service industries. It offers theoretical insights and practical guidance for academics, practitioners, and leaders aiming to foster a holistic approach to an excellent service.