Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/23321
Title: An empirical study of transformational leadership, team performance and service quality in retail banks
Authors: Lee, PKC 
Cheng, TCE 
Yeung, ACL 
Lai, KH 
Keywords: Banking
Management
Operations management
Statistics
Issue Date: 2011
Publisher: Pergamon Press
Source: Omega, 2011, v. 39, no. 6, p. 690-701 How to cite?
Journal: Omega 
Abstract: The discipline of operations management (OM) has long been offering differing quantitative techniques for improving the efficiency of banking operations. However, there has been a trend in recent years that operations and services of the banking industry are becoming more diverse and unstructured, rendering many traditional OM quantitative techniques less effective in performance improvement. By integrating the literature on banking operations, service quality, leadership style and work teams, we argue that leadership style and team performance are crucial concerns determining the service quality performance of today's banking operations in a team setting. Using data collected from 192 employees from 32 operational teams (a leader and five members in each team) in 15 retail banks in Macau, China, we investigated whether the five dimensions of transformational leadership have an impact on team performance with respect to team cohesion, team leader job satisfaction and team competence; and whether the dimensions of team performance have an impact on such service quality dimensions as reliability and responsiveness. We found that one of the dimensions of transformational leadership and two of the dimensions of team performance have a significant impact on service quality. We discuss the implications of the findings for research and practise.
URI: http://hdl.handle.net/10397/23321
ISSN: 0305-0483
EISSN: 1873-5274
DOI: 10.1016/j.omega.2011.02.001
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

SCOPUSTM   
Citations

30
Last Week
0
Last month
0
Citations as of Oct 11, 2017

WEB OF SCIENCETM
Citations

25
Last Week
1
Last month
0
Citations as of Oct 16, 2017

Page view(s)

86
Last Week
7
Last month
Checked on Oct 16, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.