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Languages: English
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ACM Ref: ComputingMilieux_THECOMPUTINGPROFESSION
This paper is concerned with the effects that leadership styles can have upon service performance of front-line staff. Past literature on services marketing has indicated the importance of leadership but has largely ignored the parallel literature in which leadership styles have been conceptualized and operationalized (e.g., sales management, organizational psychology). Consequently, this paper develops a conceptual framework of the effect of leadership styles on service performance anchored in a cross-disciplinary literature review. Specific hypotheses are proposed and future research directions are presented.
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    • Bass, Bernard M. (1997), “Personal Selling and Transactional/Transformational Leadership,” Journal of Personal Selling and Sales Management, 17 (3), pp. 19-28.
    • Coad, Alan F. and Anthony J. Berry (1998), “Transformational Leadership and Learning Orientation,” Leadership & Organization Development Journal, 19 (3), pp. 164-172.
    • Den Hartog, Deanne N., Jaap J. Van Muijen and Paul L. Koopman (1997), “Transactional versus Transformational Leadership: An Analysis of the MLQ,” Journal of Occupational and Organizational Psychology, 70, pp. 19-34.
    • Donnelly, Mike and Edward Shiu (1999), “Assessing Service Quality and its Link with Value for Money in a UK Local Authority's Housing Repairs Service Using the SERVQUAL Approach,” Total Quality Management, 10 (4/5), pp. 498-506.
    • Dubinsky, Alan J., Francis J. Yammarino, Marvin A. Jolson, and William D. Spangler (1995), “Transformational Leadership: An Initial Investigation in Sales Management,” Journal of Personal Selling and Sales Management, 15 (2), pp. 17-31.
    • Hartline, Michael D. and O.C. Ferrell (1996), “The Management of Customer-Contact Service Employees: An Empirical Investigation,” Journal of Marketing, 60 (October), pp. 52-70.
    • House, Robert J., Randall S. Schuler, and Eliahu Levanoni (1972), “Role Conflict and Ambiguity Scales: Reality or Artifacts?” Journal of Applied Psychology, 68 (2), pp. 334- 337.
    • Lux, David J., Steve M. Jex and Curtiss P. Hansen (1996), “Factors Influencing Employee Perceptions of Customer Service Climate,” Journal of Market Focused Management, 1, pp. 65-86.
    • Russ, Frederick A., Kevin M. McNeilly and James M. Comer (1996), “Leadership, Decision Making and Performance of Sales Managers: A Multi-Level Approach,” Journal of Personal Selling and Sales Management, 16 (3), Summer, pp. 1-15.
    • Slotegraaf, Rebecca J. (1997), “The Impact of 'Service Guarantees' on Customer Service Expectations,” Proceedings for the American Marketing Association (AMA), Winter, pp. 52-53.
    • Spreng, Richard A., Gilbert D. Harrell and Robert D. Mackoy (1995), “Service Recovery: Impact on Satisfaction and Intentions,” Journal of Services Marketing, 9 (1), pp. 15-23.
    • Yammarino, Francis J. (1997), “Models of Leadership for Sales Management,” Journal of Personal Selling & Sales Management, 17 (2), Spring, pp. 43-56.
    • Yammarino, Francis J. and Alan J. Dubinsky (1994), “Transformational Leadership Theory: Using Levels of Analysis to Determine Boundary Conditions,” Personnel Psychology, 47, pp. 787-811.
    • Zeithaml, Valarie A. and Mary Jo Bitner (1996), Services Marketing. New York: McGrawHill.
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