Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/19052
Title: | The relationships among leadership, goal orientation, and service quality in high-contact service industries : an empirical study | Authors: | Yee, RWY Lee, PKC Yeung, ACL Cheng, TCE |
Issue Date: | Feb-2013 | Source: | International journal of production economics, Feb. 2013, v. 141, no. 2, p. 452-464 | Abstract: | High-contact service industries are characterized by close interaction between service employees and customers, and diverse customer needs. Such characteristics pose a great challenge to the delivery of services of superior quality. In this research we conceptually explore and empirically examine several attitudinal and motivational factors of customer-contact employees, and the management style of managers as antecedents to service quality in high-contact service sectors. Based on dyadic data collected from 230 service firms in Hong Kong, we examine the relationships among transformational leadership, transactional leadership, affective organizational commitment, learning goal orientation, performance goal orientation, and service quality. We find that learning goal orientation is more effective than performance goal orientation in fostering service quality in the high-contact service context. We also observe that transformational leadership tends to be more effective than transactional leadership in influencing employee attitude in high-contact service firms. This research pioneers theory-driven examination of service quality in high-contact service firms using data collected from service employees and shop managers for hypothesis testing. | Keywords: | Learning goal orientation Performance goal orientation Service quality Transactional leadership Transformational leadership |
Publisher: | Elsevier | Journal: | International journal of production economics | ISSN: | 0925-5273 | DOI: | 10.1016/j.ijpe.2011.12.012 | Rights: | © 2011 Elsevier B.V. All rights reserved. © 2011. This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/. The following publication Yee, R. W. Y., Lee, P. K. C., Yeung, A. C. L., & Cheng, T. C. E. (2013). The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study. International Journal of Production Economics, 141(2), 452-464 is available at https://dx.doi.org/10.1016/j.ijpe.2011.12.012. |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
LeadGOSQ.pdf | Pre-Published version | 973.81 kB | Adobe PDF | View/Open |
Page views
145
Last Week
1
1
Last month
Citations as of Apr 21, 2024
Downloads
107
Citations as of Apr 21, 2024
SCOPUSTM
Citations
44
Last Week
0
0
Last month
0
0
Citations as of Apr 19, 2024
WEB OF SCIENCETM
Citations
36
Last Week
0
0
Last month
1
1
Citations as of Apr 18, 2024
Google ScholarTM
Check
Altmetric
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.