Ethical leadership and its effect on the customer orientation of formal caregivers in ILPIs in Rio Grande do Sul/Brazil
DOI:
https://doi.org/10.12662/2359-618xregea.v14i2.p9-25.2025Keywords:
Ethical Leadership, customer orientation, formal caregiver, LTCIAbstract
This investigation aims to examine the impact of ethical leadership on formal caregivers of older adults, focusing on their customer orientation and the moderating effect of emotional intelligence in this relationship. The study is exploratory, with a descriptive, correlational, and explanatory scope. A matched sample of 277 caregivers and 277 older adults, comprising workers and patients from 29 long-term care institutions (LTCIs) in Brazil, was analyzed. Two structured questionnaires were developed, one for caregivers and another for older adults, with data collected from the 29 LTCIs. The findings reveal a positive influence of ethical leadership on caregivers' attitudes, enhancing their customer orientation. The moderating effect of emotional intelligence improves the quality of care, potentially leading to greater satisfaction with service quality in LTCIs. Ethical leadership supports the successful management of LTCIs by increasing customer orientation. It provides insights for establishing better causal links and a chain of effects between leadership and outcomes related to older adults.
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