Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style

This study empirically investigates the less discussed catalytic effect of personality in the relationship of leadership style and employee thriving at work. The growth and sustainability of the organization is linked with the association of leadership style and employee thriving at the worplace. The objectives of this study are to explore the impact of authoritative and laissez-faire leadership styles and the moderating role of the personality trait of conscientiousness on thriving in the workplace. A sample of 312 participants was taken from a leading school system with its branches in Lahore and Islamabad, Pakistan. The participants either worked as managers, teachers in headquarters, or school campuses, respectively. The regression results of the study show that authoritative leadership and conscientiousness have a significantly positive impact on thriving at work. Furthermore, conscientiousness moderates the relationship between laissez-faire style of leadership and thriving at work relationship. The findings of this study have theoretical implications for authoritative and laissez-faire leadership, employee conscientiousness, and managerial applications for the practitioners.

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Transformational leadership and success of international development projects (ID projects): moderating role of the project team size

Leadership & Organization Development Journal ◽

10.1108/lodj-06-2020-0236 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Somnoma Edouard Kabore ◽

Seydou Sane ◽

Pascaline Abo

Keyword(s):

Transformational Leadership ◽

International Development ◽

Leadership Style ◽

Project Success ◽

Project Team ◽

Team Size ◽

Content Type ◽

Transformational Leadership Style ◽

Moderating Role

PurposeThe aim of this study is to evaluate to what extent the project team size influence the relation between transformational leadership and success of international development projects (IDPs). The paper draws on leader-member-exchange (LMX) theory and contextualizes transformational leadership style to temporary project environment particularly that of an official development assistance project in an African context.Design/methodology/approachThe research is based on the processing of a primary database collected by questionnaire from 111 coordinators of IDPs in Benin. The structural equation method based on the PLS approach was used to test our hypotheses.FindingsFirst, the preliminary results reveal that, in the context of IDP, projects managers are much more sensitive to the “management” and “visibility” dimensions than to the “impact” dimension of project success. Then, following the hypothesis test, the results show that transformational leadership has a direct positive influence on the success of IDP. Project team size does not play a moderating role in the relationship between transformational leadership and project success. Also, considering the effect of the specific dimensions of transformational leadership on IDP success, only the “idealized influence” dimension influences directly and positively on the latter.Originality/valueResearch calls for examining the role of team size vis-à-vis transformational leadership style and project success and calls in general for studying project manager's leadership styles. This study contributes to literature by answering such calls. In addition, the originality of this study lies in the evaluation of the influence of the specific dimensions because the exclusive use of leadership forms provides an imperfect and oversimplified picture of reality.

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Creativity and innovation through LMX and personal initiative

Journal of Organizational Change Management ◽

10.1108/jocm-09-2016-0183 ◽

2018 ◽

Vol 31 (2) ◽

pp. 323-333 ◽

Cited By ~ 5

Author(s):

Ashkan Khalili

Keyword(s):

Leadership Style ◽

Content Type ◽

Personal Initiative ◽

Significant Relationships ◽

Member Exchange ◽

Creativity And Innovation ◽

Moderating Role ◽

Practical Implications ◽

Selection Of

Purpose The purpose of this paper is to determine empirically the influence of leader-member exchange (LMX) on employees’ creativity and innovation. In addition, this study investigated the moderating role of employees’ personal initiative on the associations. Design/methodology/approach Data were gathered from 1,221 employees working in organizations across various industries in Australia. Findings The findings of this study revealed positive and significant relationships between LMX and employees’ creativity and innovation. Also, the findings indicated employees’ personal initiative moderated the LMX-employees’ creativity and LMX-employees’ innovation relationships. Practical implications Organizations should invest in LMX training and in the selection of leaders with this leadership style if their aim is to nurture and intensify employees’ creativity and innovation. They also should invest in personal initiative training in order to amplify the effect of LMX on creativity and innovation in organization. Originality/value This study makes vital theoretical contributions in different ways. In the domain of creativity and innovation, it addresses factors that impact employees’ creativity and innovation. It expands knowledge about organizational resources that nurture and enhance the creativity and innovation of employees. For LMX, this study supplements existing research by examining employees’ creativity and innovation as outcomes. Also, identifying personal initiative as an amplifier of the LMX-employees’ creativity and innovation relationships extends research in that domain. This study is also a rare investigation of the Australian context.

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The Role of Leader’s Humility in Facilitating Frontline Employees’ Deep Acting and Turnover: The Moderating Role of Perceived Customer-Oriented Climate

Journal of Leadership & Organizational Studies ◽

10.1177/1548051817750543 ◽

2018 ◽

Vol 25 (3) ◽

pp. 353-367 ◽

Cited By ~ 4

Author(s):

Jinyi Zhou ◽

Yawen Li

Keyword(s):

Emotional Labor ◽

Service Industry ◽

Mediating Effect ◽

Archival Data ◽

Frontline Employees ◽

Deep Acting ◽

Moderating Role ◽

Strong Situation ◽

Practical Implications

Many cultures recognize humility as an important human virtue. However, there is scant research on a possible relationship between leader’s humility and employees’ emotional labor. The current study, based on strong-situation hypothesis, posits that within the service industry, leader’s humility could determine and facilitate employee’ deep acting and turnover. Moreover, the mediating effect of deep acting is moderated by employees’ perceptions of the organization’s customer-oriented climate. The study is based on self-reported and archival data of 157 frontline employees at a hospital in China. The results generally support the hypotheses. The theoretical and practical implications of these results are also discussed.

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Influence of supportive and participative path-goal leadership styles and the moderating role of task structure on employee performance

International Journal of Research in Business and Social Science (2147-4478) ◽

10.20525/ijrbs.v8i5.317 ◽

2019 ◽

Vol 8 (5) ◽

pp. 76-87

Author(s):

Rozmina Rana ◽

George K’Aol ◽

Michael Kirubi

Keyword(s):

Regression Analysis ◽

Leadership Styles ◽

Leadership Style ◽

Employee Performance ◽

Linear Regression Analysis ◽

Primary Data ◽

Task Structure ◽

Participative Leadership ◽

Moderating Role

This study examined the influence of supportive and participative path-goal leadership styles, and the moderating role of task structure on employee performance of coffee trading companies in Kenya. The study was guided by the positivism philosophy and used a descriptive correlational research design. The population comprised 180 senior managers of coffee trading companies in Kenya, and a sample size of 139 was determined using stratified random sampling. Primary data was collected using questionnaires. The response rate was 84%. The descriptive statistics were means and standard deviations while the inferential analysis included factor analysis, correlational analysis, chi-square, and regression analysis. Results of multiple linear regression analysis revealed that supportive leadership style did not significantly predict employee performance, R2= 0.001, F(1, 110) = 0.118, p≤ .05, β = -0.040, p ≤ .05 but that participative leadership style significantly predicted employee performance, R2= 0.865, F(1, 115) = 735.111, p ≤.05, β = 0.943, p≤05. Task structure was found to moderate the relationship between path-goal leadership styles and employee performance, R2= 0.094, F(5, 101) = 6.92, p ≤.05, β = 0.208, p≤ .05. The study recommends that leaders of coffee trading companies should apply a participative leadership style with their employees with constant communication and consultation in order to achieve optimal performance.

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Managerial coaching of frontline employees: The moderating role of gender

Human Resource Development Quarterly ◽

10.1002/hrdq.21322 ◽

2018 ◽

Vol 29 (3) ◽

pp. 219-241 ◽

Cited By ~ 6

Author(s):

Claudio Pousa ◽

David A. Richards ◽

Carole Trépanier

Keyword(s):

Frontline Employees ◽

Managerial Coaching ◽

Moderating Role

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Employee proactivity, work engagement, job resources and service recovery performance: a study of structural linkages

Journal of Contemporary Marketing Science ◽

10.1108/jcmars-02-2019-0016 ◽

2020 ◽

Vol 3 (2) ◽

pp. 153-168

Author(s):

Adil Zahoor

Keyword(s):

Work Engagement ◽

Service Recovery ◽

Proactive Personality ◽

Job Resources ◽

Frontline Employees ◽

Content Type ◽

Service Recovery Performance ◽

Recovery Performance ◽

Moderating Role

PurposeThis study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.Design/methodology/approachPrimary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.FindingsEmpirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.Originality/valueThis study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.

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Affect-driven impact of paradoxical leadership on employee organizational citizenship behaviour

Journal of Management & Organization ◽

10.1017/jmo.2021.57 ◽

2021 ◽

pp. 1-14

Author(s):

Silu Chen ◽

Zhi Wang ◽

Yu Zhang ◽

Kaili Guo

Keyword(s):

Positive Affect ◽

Leadership Style ◽

Organizational Citizenship ◽

Procedural Fairness ◽

Mediating Role ◽

Emerging Leadership ◽

Two Phases ◽

The Relationship ◽

Moderating Role

Abstract Paradoxical leadership is an emerging leadership style which describes leadership behaviours that are ostensibly contradictory but in reality are interrelated and address workplace demands simultaneously and over time. The present study is based on affective events theory (AET), which states that occurrences or events at work result in prompt positive or negative affect in employees. The purpose of the study is to examine the mediating role of positive affect on the relationship between paradoxical leadership and employee organizational citizenship behaviour (OCB). We also examine the moderating role of procedural fairness on the relationship between employee positive affect and OCB. Data collected in two phases in small- and medium-sized Chinese companies indicate that positive affect fully mediates the relationship between paradoxical leadership and employee OCB, and this relationship was found to be stronger when procedural fairness was higher rather than lower. We provide theoretical and practical implications of these findings.

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