Shared vision in customer and staff satisfaction

Although shared visions are often regarded as critical to organisational leadership, little prior research has been conducted into the relationship between customer and staff satisfaction, and the attributes and content of visions that leaders and followers share, This study examined these relationships, concluding that retail stores where managers espouse a vision perform better than those without. Regarding the attributes and content of shared visions, positive associations were found between shared visions characterised by brevity, Clarity, stability, abstractness, future orientation, challenge, desirability and ability to inspire, and enhanced customer and staff satisfaction. Visions containing customer and staff satisfaction imageries also related significantly to staff and customer satisfaction.14 page(s