Unlocking organizational change: servant leadership, change resistance and the mediating role of emotional intelligence

Purpose This paper aims to elucidate the efficacy of supervisor servant leadership (SL) as a strategic tool for preparing employees for organizational change and adeptly guiding them through the transformation process. Specifically, the study investigates how such leaders cultivate emotional intelligence among employees, bolstering their capacity to cope with, and resiliently resist, change. Design/methodology/approach Our data were gathered from a cohort of 205 hotel employees following a period of substantial organizational change and uncertainty. Structural equation modeling analysis (Smart PLS 4.0) was applied to rigorously test the hypotheses formulated. Findings Supervisors’ SL has a diminishing effect on employee resistance to change (RC), albeit indirectly. More precisely, the study reveals that supervisors' SL indirectly influences employees’ RC by elevating their emotional intelligence. Research limitations/implications The findings provide novel human resources (HR) insights concerning the mitigation of employee RC. As organizational change becomes inevitable, HR managers can leverage these insights to prepare and facilitate processes of change. Practical implications Organizations should promote SL by incorporating it into leader selection and offering training programs. Additionally, they should invest in emotional intelligence development through workshops, role-playing and case studies to reduce RC, enhance decision-making and improve stress management. Social implications Our findings provide practical strategies for reducing RC among workers, which can yield positive outcomes, such as diminished stress levels and improved mental health for employees during times of change. Originality/value This study is a pioneering work underscoring the pivotal role of SL in alleviating employee RC while highlighting that this effect is entirely mediated through employees’ heightened emotional intelligence.