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Cited by 583

The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.

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

Liao, Hui, Chuang, Aichia·2007·Journal of Applied Psychology
DOI 10.1037/0021-9010.92.4.1006
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Abstract

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.

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Metadata

Authors
Liao, H., & Chuang, A.
Venue
Journal of Applied Psychology
Publisher
American Psychological Association (APA)
Published
2007
Volume
92
Issue
4
Pages
1006-1019
ISSN
  • 0021-9010 (ISSN-L)
  • 1939-1854
DOI
10.1037/0021-9010.92.4.1006
OpenAlex
W2020523324
Cited by
583
References
9
FWCI
26.91
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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