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.
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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Cites
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The commitment-trust theory of relationship marketing
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IMPACT OF TRANSFORMATIONAL LEADERSHIP ON FOLLOWER DEVELOPMENT AND PERFORMANCE: A FIELD EXPERIMENT.
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Cited by
Leadership: Current Theories, Research, and Future Directions
Avolio, B. J., Walumbwa, F. O., & Weber, T. J. (2009) · Annual Review of Psychology · doi:10.1146/annurev.psych.60.110707.163621 · Cited by 3,000
Hoch, J. E., Bommer, W. H., Dulebohn, J. H., & Wu, D. (2018) · Journal of Management · doi:10.1177/0149206316665461 · Cited by 1,364
Wang, G., Oh, I.-S., Courtright, S. H., & Colbert, A. E. (2011) · Group & Organization Management · doi:10.1177/1059601111401017 · Cited by 1,315
van Knippenberg, D., & Sitkin, S. B. (2013) · Academy of Management Annals · doi:10.5465/19416520.2013.759433 · Cited by 1,302
Walumbwa, F. O., Hartnell, C. A., & Oke, A. (2010) · Journal of Applied Psychology · doi:10.1037/a0018867 · Cited by 940
Metadata
- Authors
- Liao, H., & Chuang, A.
- Venue
- Journal of Applied Psychology
- Published
- 2007
- Volume
- 92
- Issue
- 4
- Pages
- 1006-1019
- ISSN
- 0021-9010 (ISSN-L)
- 1939-1854
- OpenAlex
- W2020523324
- Cited by
- 583
- References
- 9
- FWCI
- 26.91
- Type
- journal article
- Language
- en
- Open access
- closed
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