... Licensed re-use rights only The purpose of this paper is to explore the roles of leadership style and employee engagement (EE) as drivers of service orientation (SO). The competing models approach used in this study examines three models of influence on SO. The first model evaluates the influence...

.... According to Kennedy‐McDoll and Anderson (2002) , “no study has attempted to develop a model of leadership style and emotions as mediators of performance.” These studies are, however, exceptions from the dominant focus of the service literature in that they take the perspective of the customer. Service...

... related factors. Also management support and training have been shown to positively influence technology acceptance. However, the influence of leadership style in this context has not been studied before. This study models and tests two leadership styles (transactional and transformational) as antecedents...

... and subordinates may maintain very different national and ethnic cultures. This study sampled 313 high customer contact cruise line managers and assessed whether similarity in national culture between service leaders and subordinates impacted perceived leadership style, goal clarity and organizational satisfaction...

...Yoshio Kondo Everyone knows that fully displaying leadership is indispensable for successful work. Leadership is an abstract concept, and we should try to pin it down in concrete forms and actually put it into effect. Leadership in the present participative society means to convince one’s...

... cent of the employees work full time. © MCB UP Limited 2002 Service quality Leadership Employee attitudes Supervisors Many firms operate in highly competitive, mature markets. Such firms nowadays often view high quality of service as a strategic imperative (Schneider, 1990...

... Customer satisfaction Leadership Human resource management Employment agencies The Netherlands In 1977, the Dutch government, the existing trades unions and employers’ organisations set up a new labour market intermediary, called Start Uitzendbureau (Employment Bureau). The mission...

... industries Manufacturing Leadership Since the 1960s, services have been given increasing attention by both practitioners and academics. There are two reasons for this. First, services have become an important part of the economy. Second, service quality has become a key factor in achieving...

... Organizational change Health care Leadership Strategy The future ain’t what is used to be (Yogi Berra). American Hospital Association statistics reveal that 675 community hospitals closed between 1980 and 1993. Furthermore, there were 447,545 excess inpatient beds in 1994 and it was predicted...

...Vas B. Prabhu; Andrew Robson This paper considers the relationship between leadership strategy and practice and operational performance within the service sector, identifying significant associations between various measurements with respect to an organisation’s theoretical world class status, size...

...Erwin Rausch Leadership skills of managers in service organizations can contribute significantly to quality of service. Fortunately there is a fairly easy road to enhancing them. It is based on asking three key questions with great depth of meaning, with every decision. These questions remind...

.... Trust is also critical along with other essential requirements. Ontogogy is another appeal to examine the context of any learning required related to quality improvement, or any other change of innovation. © MCB UP Limited 1998 Leadership Learning organizations Open systems Organizational...

... to the criteria established by Peters and Waterman. Second, management‐employee relations, organizational training and strong leadership are identified as the sources of employee motivation. Third, loss of strong leadership and organizational structure are discussed as possible future problems influencing...

...Geoff Berry Outlines a model for the development of quality systems in New South Wales schools. Also considers quality assurance as a means of auditing such a system and the role of leadership in the development of such systems. Looks into the nature of quality systems and international quality...

...John Morris; Peter Mountfort Suggests that leadership and team building are the two major training issues which companies must address as we move towards the twenty‐first century and that clearly the two are related. Equally clear is that both issues can only be addressed effectively in an ongoing...

...Chris Taylor Discusses the background to the entrenched management techniques still prevalent across much of Europe, and how they need to be changed. Argues the most needed characteristics to be absorbed by the leaders of tomorrow are leadership and humility ‐ and that the apparent paradox...

.... Using examples from the US military and the world of sport, explains the authors’ understanding of followership in relation to today’s business context, and offers a series of guidelines for effective “followership”. © MCB UP Limited 1997 Armed forces Leadership Sport Teamwork...

...Sonny Nwankwo; Bill Richardson States that the importance of leadership in fostering a quality culture in organizations is widely acknowledged. However, research on leadership can be conducted at multiple levels of analysis. This has resulted in the complexity, diversity and ambiguity...

... of leadership in service design. Describes Zeithaml et al.’s model for measuring service performance. © MCB UP Limited 1996 Leadership Service Service industries Service quality TQM The phrase TQM (total quality management) has become a common part of today’s business language...

...Allan H. Church Discusses the importance of leadership behaviours in understanding service quality and organizational performance. After an overview of the relevant issues, presents some research results based on a study of 65 managers in an airline services organization. Overall, direct report...