TITLE

The Effect of Emotional Climates in Leader--Follower and Employee--Customer Relationships in a Service Context

AUTHOR(S)
Spiess, Janice Karen Ashia
PUB. DATE
May 2011
SOURCE
University of St. Gallen, Business Dissertations;5/13/2011, p1
SOURCE TYPE
Dissertation
DOC. TYPE
Article
ABSTRACT
The linkage research model and the service-profit chain propose causal links between leadership practices, employee and customer results, and consequently, impacts on organizational-level. Thus, present work focuses on the relationships between leaders and followers, and between employees and customers in a service context. Research has shown that elements of the linkage research model and the service-profit chain relate to climates, which are defined as shared perceptions of individuals in a given environment. These perceptions shape the thoughts and behaviors of people by providing individuals with information on how to interpret situations, and serve as a behavioral frame. As moods and emotions are equally influential on individuals and groups, it is proposed, that individuals make use of emotional climates in order to pursue personal or organizational goals. Leaders use specific emotional displays and behaviors that lead to desired employee behavior. Similarly, service employees portray specific emotions in order to achieve positive customer outcomes. Present dissertation addresses these issues by examining the influences of emotional climates within leader-follower relationships, and employee-customer relationships in a service context. A survey was conducted to test assumptions regarding the impact of superiors' leader behaviors and practices that take employees' needs into account on subordinates' mood, job satisfaction, quality of work life, affective organizational commitment, altruism, and behavioral intentions. Furthermore, an experiment was designed to test the influences of employee behavior on customers' mood, appraisals of satisfaction and service quality, and desirable and undesirable behavioral intentions. The findings provided strong proof for the meaningful effects within afore mentioned relationships. Moreover, important theoretical and managerial conclusions were drawn.
ACCESSION #
82754312

 

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