Enhancing service performance through transformational and transactional leadership styles

Farrell, A M, Souchon, A L and Durden, G R (2000). Enhancing service performance through transformational and transactional leadership styles. IN: European Marketing Academy Conference (EMAC). 2000-05-01.

Abstract

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.

Divisions: Aston Business School > Marketing & strategy
Aston Business School > Marketing & strategy research group
Event Title: European Marketing Academy Conference (EMAC)
Event Type: Other
Event Dates: 2000-05-01
Uncontrolled Keywords: transactional leadership,transformational leadership,service-oriented behaviors
Published Date: 2000
Authors: Farrell, A M ( 0000-0002-5903-3611)
Souchon, A L
Durden, G R

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