The Impact of Inclusive Leadership on the Quality of Team Experience: A Study at a Retail Chain in Vietnam

Abstract Book of the 8th International Conference on Future of Business, Management and Economics

Year: 2026

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The Impact of Inclusive Leadership on the Quality of Team Experience: A Study at a Retail Chain in Vietnam

Lam Nguyen, Dr. Duc Anh La, Dr. Loan Ngoc Tuong Pham

ABSTRACT:

Using the Input–Process–Output framework, this study investigates the impact of inclusive leadership (IL) on the quality of team experience (QTE) through two mediators: collective thriving (CT) and a culture of companionate love (CCL). A time-lagged survey design was implemented across three waves with two-week intervals. Using partial least squares structural equation modeling and the necessary condition analysis, the authors examined a sample of 210 store managers working in a chain of luxury retail stores in Vietnam. The results show IL, CCL, and CT are significant factors for achieving high QTE. IL acts as a key driver in influencing both CCL and CT. IL is both a “must-have” for CT and a “should-have” for CCL. This study makes several distinctive contributions. First, it advances current knowledge by shifting the focus from individual-level to team-level. Second, it provides a novel application of the Input–Process–Output framework. Third, this is one of the first empirical studies to examine these dynamics in Vietnam, contributing to the limited body of research on leadership and well-being in non-Western, collectivist cultures. Finally, it addresses urgent practical needs in the post-pandemic, human-centric workplace, where fostering inclusion, emotional connection, and team resilience has become critical.

Keywords: Collective thriving; Culture of companionate love; Inclusive leadership; Quality of team experience; Vietnam