Enhancing service performance through transformational and transactional leadership styles

A M Farrell, A L Souchon, G R Durden

Research output: Unpublished contribution to conferenceUnpublished Conference Paperpeer-review


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.
Original languageEnglish
Publication statusPublished - 2000
EventEuropean Marketing Academy Conference (EMAC) - Rotterdam, The Netherlands, United Kingdom
Duration: 1 May 2000 → …


ConferenceEuropean Marketing Academy Conference (EMAC)
Country/TerritoryUnited Kingdom
CityRotterdam, The Netherlands
Period1/05/00 → …


  • transactional leadership
  • transformational leadership
  • service-oriented behaviors


Dive into the research topics of 'Enhancing service performance through transformational and transactional leadership styles'. Together they form a unique fingerprint.

Cite this