Transforming service employees and climate: A multi-level multi- source examination of transformational leadership in building long-term service relationships

UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)
Aichia Chuang, Professor (Creator)
The University of North Carolina at Greensboro (UNCG )
Web Site:

Abstract: This longitudinal field study integrates the theories of transformational leadership (TFL) and relationship marketing to examine how TFL influences employee service performance and customer relationship outcomes by transforming both (at the micro level) the service employees' attitudes and (at the macro level) the work unit's service climate. Results revealed that, at the individual level, managers' TFL was positively related to employee service performance, which, in turn, positively predicted customers' expressed intention to maintain a long-term service relationship with the service employee and manager-reported number of the employee's long-term customers measured 9 months later. In addition, the relationship between TFL and employee service performance was partially mediated by employee self-efficacy. Furthermore, store-level TFL was positively associated with store-level service climate, and service climate further enhanced the relationship between individual-level TFL and employee service performance.

Additional Information

Journal of Applied Psychology, 92(4), 1006-1019
Language: English
Date: 2007
transformational leadership, service relationships and encounters, service linkage research, employee service performance, service climate

Email this document to