Abstract
This paper is concerned with the ways in which transactional and transformational leadership styles can improve the 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). This paper seeks to build
upon existing services marketing theory by introducing the role of leadership styles in enhancing service performance.
Consequently, a conceptual framework of the effect of transactional and transformational leadership styles on
service performance, anchored in a crossdisciplinary
literature review, is developed. Managerial implications and
future research directions are also discussed.
Original language | English |
---|---|
Publication status | Published - 2000 |
Event | 10th European Institute for Advanced Studies in Management (EIASM) Workshop on Quality Management in Services - Birmingham, United Kingdom Duration: 1 May 2000 → … |
Conference
Conference | 10th European Institute for Advanced Studies in Management (EIASM) Workshop on Quality Management in Services |
---|---|
Country/Territory | United Kingdom |
City | Birmingham |
Period | 1/05/00 → … |