Links between the spiritual intelligence of the leader and an organization’s service quality: A theoretical approach

Abstract

A long-standing belief is that spirituality has no place in the business world. This paper attempts to reveal a broader theoretical approach on the links between the spiritual intelligence of the leader and an organization’s service quality. The scientific basis of the paper is the integration of two key insights related to different areas - spiritual intelligence and an organization’s service quality. The problem of the paper is formulated as a question: what is the manifestation of the links between the spiritual intelligence of the leader and an organization’s service quality? The aim of the paper was to disclose the manifestation of aforementioned links in the formed conceptual model of the interaction between the spiritual intelligence of the leader and an organization’s service quality. The aim was achieved by performing the scientific literature analysis, synthesis, summary, comparison and interpretation of data. The analysis of scientific literature showed that SI touches core challenges currently faced by businesses, stimulates all areas of life, and gives individuals the ability to succeed in dealing with extraordinary situations. The importance of SI for the service quality of an organization is supported by the customers’ satisfaction and perceptions of the quality of services, - which are significantly influenced by the behavior and attitudes of the service organization’s employees - especially the leaders. The expression of the links between spiritual intelligence of the leader and an organization’s service quality was revealed along with further research directions.