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 se...
Purpose: The purpose of this paper is to examine the role of frontline service employees (FSEs) moti...
This article conceptually and empirically explores the relationships among manager personality, mana...
This article conceptually and empirically explores the relationships among manager personality, mana...
The main objective of the exploratory study reported in this paper was to examine the relationships ...
Purpose: The aim of this study is to test whether store-level transformational leadership influences...
This study examined the mediating role of service climate in the prediction of employee performance ...
Transformational leadership (TFL) climate describes the degree to which leaders throughout an organi...
Transformational leadership (TFL) climate describes the degree to which leaders throughout an organi...
This study theorized and examined the influence of the interaction between Service-Oriented high-per...
The aim of this article-based thesis was to develop and test four structural models of the anteceden...
Drawing from the organizational behaviour and services marketing literature, we develop a conceptual...
Abstract drawing from the organizational behaviour and services marketing literature, we develop a c...
Positive levels of employee engagement can be an organisation's sustainable competitive advantage. E...
In service contexts, leaders’ efforts to maintain and enhance employees’ service quality are vital t...
We propose a framework for creating an effective self-managed service climate for frontline service ...
Purpose: The purpose of this paper is to examine the role of frontline service employees (FSEs) moti...
This article conceptually and empirically explores the relationships among manager personality, mana...
This article conceptually and empirically explores the relationships among manager personality, mana...
The main objective of the exploratory study reported in this paper was to examine the relationships ...
Purpose: The aim of this study is to test whether store-level transformational leadership influences...
This study examined the mediating role of service climate in the prediction of employee performance ...
Transformational leadership (TFL) climate describes the degree to which leaders throughout an organi...
Transformational leadership (TFL) climate describes the degree to which leaders throughout an organi...
This study theorized and examined the influence of the interaction between Service-Oriented high-per...
The aim of this article-based thesis was to develop and test four structural models of the anteceden...
Drawing from the organizational behaviour and services marketing literature, we develop a conceptual...
Abstract drawing from the organizational behaviour and services marketing literature, we develop a c...
Positive levels of employee engagement can be an organisation's sustainable competitive advantage. E...
In service contexts, leaders’ efforts to maintain and enhance employees’ service quality are vital t...
We propose a framework for creating an effective self-managed service climate for frontline service ...
Purpose: The purpose of this paper is to examine the role of frontline service employees (FSEs) moti...
This article conceptually and empirically explores the relationships among manager personality, mana...
This article conceptually and empirically explores the relationships among manager personality, mana...