Exploring the role of leadership style on the service quality-customer satisfaction link

Pantouvakis, Angelos; Patsiouras, Christos

doi:10.1108/ijqss-01-2015-0006

Cited by 14 publications

(12 citation statements)

References 59 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This shows that variations in leadership style influence the variation in service quality by 0.21. The results of this study are in accordance with several studies conducted by some researchers [13], [18], [19], [20] which stated that leadership has a significant effect on service quality. The findings of this study indicate that improving leadership style will have an impact on improving service quality.…”

Section: B Discussionsupporting

confidence: 92%

See 1 more Smart Citation

Building Public Trust through Service Quality Based on Leadership and Organizational Culture

Tahir¹,

Hattab²,

Mappatoba³

2020

Journal of Southwest Jiaotong University

View full text Add to dashboard Cite

The purpose of this study is to identify the building of public trust through service quality based on leadership and organizational culture in the offices of regional government in the city of Palu, Sulawesi Tengah. The sampling technique used was simple random sampling, but because this study used Structural Equation Modeling analysis, the number of samples was 200 respondents. The study results indicated the following: (1) leadership style directly affects service quality, (2) organizational culture directly affects service quality, (3) leadership style directly affects trust, (4) organizational culture directly affects trust, and (5) service quality directly affects trust. Based on these findings, it may be concluded that any change or variation in the public trust was affected by leadership style, organizational culture, and service quality. This research results in a new model of the relationships among leadership style, organizational culture, and service quality that should be included in the strategic planning of human resources development to increase the public trust; however, the model can be used by governments and other organizations to increase the public trust by considering variables used in this research.

show abstract

Section: B Discussionsupporting

confidence: 92%

“…Thus, the style and model of leadership will have a strong influence on improving the quality of public services. This is reinforced by several studies stating that leadership has a significant effect on service quality [18], [19], [20] and trust [21], [22], [23], [24].…”

Section: Introductionmentioning

confidence: 98%

Building Public Trust through Service Quality Based on Leadership and Organizational Culture

Tahir¹,

Hattab²,

Mappatoba³

2020

Journal of Southwest Jiaotong University

View full text Add to dashboard Cite

show abstract

“…The formation and retention of long-term relationships with customers create a significant effect on relationship quality, customer satisfaction, and customer loyalty through strong service [ 23 ]. Consequently, relationship benefits are revealed among trust, commitment, and satisfaction [ 24 ]. This study tried to grasp the association between service relationship benefits and relationship quality with two factors, that is, service satisfaction and service trust formed in customer relationship among relationship quality factors.…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea

Hong

Kim

2020

Behavioral Sciences

View full text Add to dashboard Cite

This study aimed to empirically examine what effects confidence, social, and economic benefit factors have on continuous relationship orientation through the mediation of service trust, service satisfaction, and customer engagement factors in the auto maintenance and repair service sector. This study carried out a questionnaire survey with 319 customers using auto maintenance and repair service and verified hypotheses. As a result of the analysis, the confidence and social benefits of auto maintenance and repair service affected service trust, while the confidence and economic benefits affected service satisfaction. Service trust did not affect customer engagement or long-term relationship continuity but affected them when it mediated service satisfaction. Consequently, it was revealed that confidence benefit should be consolidated and that professionalism or service quality excellence in maintenance or repair becomes the most important factors to produce customer engagement or long-term relationship continuity in the auto maintenance and repair service. Although it is vital to improve trust or service, it is confirmed that a relationship can be maintained only if the auto maintenance or repair service is satisfactory.

show abstract

“…Overall, TF leaders, owing to their ability to inspire followers can have a profound effect on employee behavior and can stimulate innovation and new learning (Ojha et al, 2018). Transactional leaders, on the other hand, who motivate the followers in the direction of established goals and clarify role and task requirements, can lead to improved work performance (Pantouvakis and Patsiouras, 2016). Crossan et al (1999) noted that organizational learning involves a tension between assimilating new learning (i.e.…”

Section: Theoretical Background 31 Strategic Leadershipmentioning

confidence: 99%

Strategic leadership and ambidextrous learning

Asif

2020

IJQSS

View full text Add to dashboard Cite

Purpose The purpose of this paper is to explore the dynamics of “leadership and organizational learning” process and the factors that shape this process. Building upon the ideas of transformational and transactional leadership (TFL and TAL), explorative – and exploitative – learning (ERL and ETL), dynamic capabilities (DCs) and intellectual capital architecture (ICA), this paper develops a model of organizational learning. The model explains how leadership styles trigger versatile learning, and how DCs and ICA of a firm influence this process. Design/methodology/approach This paper builds upon a systematic review of the literature to develop propositions delineating the complex and poorly understood relationship between leadership styles, organizational learning and the role of DCs and ICA in this process. The paper develops multiple propositions, which together constitute an overarching framework explaining how leadership styles shape organizational learning. Findings Leadership approaches, DCs and ICA of a firm all have a differential effect on ERL and ETL. TFL and TAL promote ERL and ETL, respectively. The presence of DCs facilitates the effect of TFL in supporting ERL but negatively influences the role of TAL in ETL. The effect of ICA is discussed in terms of knowledge stocks (generalist vs specialist), social architecture (entrepreneurial vs cooperative) and organizational capital (organic vs mechanistic). The generalist knowledge facilitates TFL → ERL, while the specialist knowledge facilitates TAL → ETL path. Entrepreneurial architectures are suitable for TFL → ERL, while cooperative structures promote TAL → ETL trajectory. Finally, organic systems facilitate TFL → ERL, while the mechanistic systems promote TAL → ETL. Originality/value The key contribution of the paper is in developing a model furnishing profound insights into leadership approaches and organizational learning and the role of two critical factors. To the best of the author’s knowledge, these aspects have not been discussed in a unified framework in the previous studies. Hence, the paper is novel in its contribution.

show abstract

Exploring the role of leadership style on the service quality-customer satisfaction link

Cited by 14 publications

References 59 publications

Building Public Trust through Service Quality Based on Leadership and Organizational Culture

Building Public Trust through Service Quality Based on Leadership and Organizational Culture

The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea

Strategic leadership and ambidextrous learning

Contact Info

Product

Resources

About