The Effect of Love-based Leadership on Improving Service Quality in the Jordanian Public Sector

Abstract

In recent years, public sector organizations have faced increasing pressure to improve service quality while responding to rising public expectations for efficiency, transparency, and citizen-centered services. This study examines the effect of love-based leadership on service quality in the Jordanian public sector, addressing a gap in leadership research within Middle Eastern contexts. Love-based leadership is conceptualized through dimensions including empathy, compassionate communication, employee well-being, respect, and moral responsibility.

Using a quantitative correlational design, data were collected from 857 public sector employees and analyzed . The results indicate a statistically significant effect of love-based leadership on service quality (R² = 0.318, p < 0.001). Key positive predictors included integrity, respect, and compassionate communication, while empathy showed a negative effect when controlling for other variables.

The study contributes by extending humanistic leadership theory to the public sector and highlights the importance of ethical and relational leadership practices in improving service quality. The findings offer practical implications for leadership development and public sector reform.

Key words: Love-based Leadership, Service Quality, Public Sector, Jordan.

DOI: 10.7176/EJBM/18-9-09

Publication date: September 30^th 2026