Development and validation of a pioneer scale on service leadership behavior in the service economies

Abstract

In response to the severe lack of leadership assessment tools in the Chinese context, the Service Leadership Behavior Scale was developed based on the Service Leadership Model proposed by Po Chung, the co-founder of DHL International. Utilizing responses from 4,486 Hong Kong undergraduates, this paper reports the findings of a validation study on the Short-Form Service Leadership Behavior Scale (SLB-SF-65). Previous findings based on exploratory factor analysis supported a six-factor 48-item solution (SLB-SF-48). With the removal of ten items, confirmatory factor analysis showed that the final 38-item scale (SLB-SF-38) possessed excellent internal consistency, concurrent validity, and factorial validity based on multigroup invariance analyses. Overall speaking, the present study underscores the utility of the SLB-SF-38 as an objective assessment instrument of service leadership behavior in the education, research and personnel training contexts.