Enhancing service performance through transformational and transactional leadership styles


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: College of Business and Social Sciences > Aston Business School > Marketing & Strategy
Event Title: European Marketing Academy Conference (EMAC)
Event Type: Other
Event Dates: 2000-05-01
Uncontrolled Keywords: transactional leadership,transformational leadership,service-oriented behaviors
Last Modified: 04 Mar 2024 08:47
Date Deposited: 15 Oct 2009 15:43
PURE Output Type: Paper
Published Date: 2000
Authors: Farrell, A M (ORCID Profile 0000-0002-5903-3611)
Souchon, A L
Durden, G R


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