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.
|Publication status||Published - 2000|
|Event||European Marketing Academy Conference (EMAC) - Rotterdam, The Netherlands, United Kingdom|
Duration: 1 May 2000 → …
|Conference||European Marketing Academy Conference (EMAC)|
|City||Rotterdam, The Netherlands|
|Period||1/05/00 → …|
- transactional leadership
- transformational leadership
- service-oriented behaviors
Farrell, A. M., Souchon, A. L., & Durden, G. R. (2000). Enhancing service performance through transformational and transactional leadership styles. Paper presented at European Marketing Academy Conference (EMAC), Rotterdam, The Netherlands, United Kingdom.