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Keywords: Transformational leadership
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Journal Articles
The dark side of fairness: how perceived fairness in service robot implementation leads to employee dysfunctional behavior
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2025) 39 (4): 347–364.
Published: 11 March 2025
... outcomes, this study examines how fairness perceptions can increase negative behaviors through unmet expectations, overconfidence in job security and complacency. The moderating role of transformational leadership is also investigated to understand how it can mitigate these negative effects. Design...
Journal Articles
Barriers to firm service innovativeness in emerging economies
Available to PurchaseSerdar S. Durmusoglu, Dilek Zamantili Nayir, Malika Chaudhuri, Junsong Chen, Ingela Joens, Stephanie Scheuer
Journal:
Journal of Services Marketing
Journal of Services Marketing (2018) 32 (7): 925–944.
Published: 29 November 2018
... 2018 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only This paper investigates internal and external barriers influencing the different dimensions of firm service innovativeness and the moderating effect of transformational leadership...
Journal Articles
Leading to customer loyalty: a daily test of the service-profit chain
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 585–598.
Published: 14 September 2015
... to customer data (n = 592) during the same time period. Findings – The findings suggest that daily transformational leadership behaviors positively affect daily job satisfaction and employee engagement, which subsequently affect beneficial customer outcomes (i.e. perceptions of quality...
