Examining the Mechanisms Linking Transformational Leadership, Employee Customer Orientation, and Service Performance: The Mediating Roles of Perceived Supervisor and Coworker Support

Liaw, Yuann-Jun; Chi, Nai‐Wen; Chuang, Aichia

doi:10.1007/s10869-009-9145-x

Cited by 191 publications

(137 citation statements)

References 99 publications

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“…For technological innovation, business units are required to change or improve product or service features to meet a market need and to improve the efficiency of product development and commercialization (Ettlie, Bridges, & O'Keefe, 1984). By creating and communicating a vision of customer orientation, transformational leaders can provide inspirational motivation to empower followers to act on the vision to foster technological innovation (Liaw, Chi, & Chuang, 2010;Narver, Slater, & Tietje, 1998). Specifically, in the highly interdependent technology innovation process (Dean & Snell, 1991), transformational leaders are instrumental in articulating an appealing vision of shared commitment (Eisenbeiss et al, 2008) and collective interests to increase followers' intrinsic motivation.…”

Section: The Effects Of Transformational Leadership On Technological mentioning

confidence: 99%

Does transformational leadership facilitate technological innovation? The moderating roles of innovative culture and incentive compensation

Chen

Lin

et al. 2012

Asia Pac J Manag

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The present research investigates the relationships between SBU-level transformational leadership and technological innovation, as well as the moderating effects of innovative culture and incentive compensation. Paired data were gathered from 102 senior managers and 258 employees in 102 Taiwanese strategic business units (SBUs). The results indicate that transformational leadership behaviors promote technological innovation at the SBU level. Interestingly, a stronger innovative culture is a substitute for transformational leadership behavior for facilitating technological innovation. In addition, financial-incentive adoption neutralizes the relationship between transformational leadership and technological innovation.

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Section: The Effects Of Transformational Leadership On Technological mentioning

confidence: 99%

Does transformational leadership facilitate technological innovation? The moderating roles of innovative culture and incentive compensation

Chen

Lin

et al. 2012

Asia Pac J Manag

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“…Human resources are the valuable assets (Pareek & Rao, 2007), which are inimitable and can generate sustainable competitive advantage through innovative ideas (Barney, 1991;Lippman & Rumelt, 1982;Polyani, 1962;Teece, 1982;Ward, Grudnoff, Brooker, & Simpson, 2013;Wernerfelt, 1984). To keep them motivated for new innovations, one requires people, who can manage/lead these human resources efficiently (Certo & Certo, 2006;Liaw, Chi, & Chuang, 2010;Shanker, 2012). Leaders play a great role in this context (Chou, Lin, Chang, & Chuang, 2013).…”

Section: Introductionmentioning

confidence: 99%

Impact of Transformational Leadership on Job Performance

Jyoti

Bhau

2015

Sage Open

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The present study focuses on the role of leader-member exchange and relational identification (RI) between transformational leadership and job performance relationship. The model has been tested in higher education sector. All the permanent teachers working in higher education sector were contacted. The data have been duly validated with the help of confirmatory factor analysis (CFA). Reliability has been assessed through Cronbach's alpha and composite reliability. Structural equation modeling (SEM) has been used for hypotheses testing, and hierarchical regression has been used to test the moderating effect of RI. The results indicated that leader-member exchange acts as a mediator and RI acts as a moderator instead of mediator. The managerial implications and future scope have been discussed.

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“…Usando una muestra nacional representativa de call centers en los Estados Unidos de Norteamérica, Batt (2002) halló menores tasas de renuncias en establecimientos que enfatizaban la participación del personal en las decisiones y en grupos. El coaching del supervisor (Liu and Batt, 2010) y sus acciones de apoyo (Liaw et al, 2010) influyen positivamente sobre el desempeño de los empleados en call centers. El primer objetivo de la presente investigación fue poner a prueba una hipótesis que se infiere de esta revisión de la literatura:…”

Section: Liderazgo Orientado a La Genteunclassified

Liderazgo orientado a la gente encall centers

León

Morales

Ramos³

et al. 2017

JEFAS

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Purpose Call centers generate stress and absenteeism in staff and the literature suggests that people-oriented leadership is the right way of supervision for such a situation. This study compared its effects versus those of other types of leadership. Methodology Absentee data of 379 representatives of customer services of a Peruvian call center were analyzed and the representatives answered a questionnaire about the Framework of Values in Competition and its four types of leadership. Day and night work shifts were compared. Results It was observed that absenteeism declines with people-oriented leadership, although only during the day shift, and the addition of leadership oriented to change, results and control devalues models. Limitations/implications Future studies should cover the performance of the worker. The findings suggest a need to re-focus the theoretical focus on environmental contingencies that affect leadership effectiveness. Originality/value Leadership theorists will ask themselves in what circumstances the multiple leadership is effective. Call center managers will appreciate the organizational value of people-oriented leadership at the first level of supervision.

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Examining the Mechanisms Linking Transformational Leadership, Employee Customer Orientation, and Service Performance: The Mediating Roles of Perceived Supervisor and Coworker Support

Cited by 191 publications

References 99 publications

Does transformational leadership facilitate technological innovation? The moderating roles of innovative culture and incentive compensation

Does transformational leadership facilitate technological innovation? The moderating roles of innovative culture and incentive compensation

Impact of Transformational Leadership on Job Performance

Liderazgo orientado a la gente encall centers

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