English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 94435/124943 (76%)
Visitors : 29694203      Online Users : 356
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 >  Item 140.119/72862
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/72862

    Title: Examining the Mechanisms Linking Transformational Leadership, Employee Customer Orientation, and Service Performance: The Mediating Roles of Perceived Supervisor and Coworker Support
    Authors: Liaw, Yuann-jun;Chi, Nai-wen;Chuang, Aichia
    Contributors: 企管系
    Keywords: Transformational leadership;Customer orientation;Supervisor support;Service performance;Trickle-down process;Coworker support;Multilevel analysis;Taiwan
    Date: 2010-09
    Issue Date: 2015-01-14 14:27:45 (UTC+8)
    Abstract: The aim of this study is to test whether store-level transformational leadership influences service employees' customer orientation via two different mechanisms--supervisor support and coworker support--and whether customer orientation leads to favorable customer-perceived employee service performance. Data were collected from multiple sources, comprising 212 service employee-customer dyads in 55 stores within Taiwan. Hierarchical linear modeling analysis (HLM) was employed to test the hypotheses. Our results indicate that transformational leadership not only directly increased employee customer orientation, but also indirectly enhanced employee customer orientation through employee-perceived supervisor support. However, employees' perceived coworker support did not mediate the transformational leadership-customer orientation linkage. Moreover, although employee customer orientation was unrelated to customer-rated service performance, we found that the customer relationship moderated this association. Our results show that: 1. transformational leadership can enhance employees' customer orientation, and 2. supervisor support serves as the dominant mediator for the relationship between transformational leadership and employee customer orientation. Previous studies have predominantly examined the main effects of transformational leadership on employee customer orientation. This study extends our understanding of this relationship by highlighting the important mediating role of perceived supervisor support in the transformational leadership-customer orientation linkage. [PUBLICATION ABSTRACT]
    Relation: Journal of Business and Psychology, 25(3), 477-492
    Data Type: article
    DOI 連結: http://dx.doi.org/10.1007/s10869-009-9145-x
    DOI: 10.1007/s10869-009-9145-x
    Appears in Collections:[企業管理學系] 期刊論文

    Files in This Item:

    File Description SizeFormat
    447.pdf335KbAdobe PDF720View/Open

    All items in 政大典藏 are protected by copyright, with all rights reserved.

    社群 sharing

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback