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The purpose of this research is to determine how and why authentic leadership affects service quality. For this aim, a conceptual model comprising authentic leadership, service quality, organizational commitment and work engagement has been proposed.

Private sector employees from various sectors in North Cyprus were targeted for this research. Through convenience sampling, we collected 298 responses at Time 1 and 265 responses at Time 2. After data cleaning, the total responses available for analysis were 258 (the response rate is 72%). The five-step strategy was applied for translation, and the data were analyzed using IBM AMOS 21.0.

Findings show authentic leadership influences service quality directly and indirectly through organizational commitment. Moreover, work engagement has a moderated mediation position in this relationship.

The research model is a new attempt in the literature and contributes to leadership research by testing the effects of authentic leadership on service quality through the moderated mediation effect of work engagement.