Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships

• 成果类型: Review
• 署名作者: Liao, Hui; Chuang, Aichia
• 署名单位: Rutgers University System; Rutgers University New Brunswick; National Taiwan University
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/0021-9010.92.4.1006
• 发表日期: 2007
• 页码: 1006-1019
• 关键词: TRANSFORMATIONAL LEADERSHIP; service relationships and encounters; service linkage research; employee service performance; SERVICE CLIMATE

摘要

This longitudinal field study integrates the theories of transformational leadership (TFL) and relationship marketing to examine how TFL influences employee service performance and customer relationship outcomes by transforming both (at the micro level) the service employees' attitudes and (at the macro level) the work unit's service climate. Results revealed that, at the individual level, managers' TFL was positively related to employee service performance, which, in turn, positively predicted customers' expressed intention to maintain a long-term service relationship with the service employee and manager-reported number of the employee's long-term customers measured 9 months later. In addition, the relationship between TFL and employee service performance was partially mediated by employee self-efficacy. Furthermore, store-level TFL was positively associated with store-level service climate, and service climate further enhanced the relationship between individual-level TFL and employee service performance.