Transformational Leadership, High-Performance Work System Consensus, and Customer Satisfaction

Weller, Ingo, Süß, Julian, Evanschitzky, Heiner and von Wangenheim, Florian (2019). Transformational Leadership, High-Performance Work System Consensus, and Customer Satisfaction. Journal of Management ,

Abstract

We use human resources (HR) system strength theory to argue that transformational leadership leads to employee consensus on a unit’s high-performance work system (HPWS), that consensus helps align employee attitudes, and that a compression in attitudes facilitates strategy execution and unit-level outcomes. Empirical tests based on a 4-year linked employee–customer panel data set, involving 255 do-it-yourself stores, support our predictions. Transformational leadership is positively related to HPWS consensus. Consensus is negatively associated with unit-level job satisfaction dispersion, which in turn relates positively to unit-level customer satisfaction. Our study makes important contributions to the strategic HR and HR system strength literatures, highlighting the roles of leadership and employee consensus in strategy execution.

Publication DOI: https://doi.org/10.1177/0149206318817605
Divisions: Aston Business School > Marketing & strategy
Additional Information: This article is distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 License (http://www.creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access pages (https://us.sagepub.com/en-us/nam/open-access-at-sage).
Uncontrolled Keywords: employee consensus,high performance work systems,human resource system strength,job satisfaction dispersion,linked employee–customer panel data,transformational leadership,Finance,Strategy and Management
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Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
https://journal ... 149206318817605 (Publisher URL)
Published Online Date: 2019-01-14
Authors: Weller, Ingo
Süß, Julian
Evanschitzky, Heiner ( 0000-0003-1013-7679)
von Wangenheim, Florian

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