Transformational Leadership in the Consumer Service Workgroup: Competing Models of Job Satisfaction, Change Commitment, and Cooperative Conflict Resolution

2014 ◽  
Vol 114 (1) ◽  
pp. 33-49 ◽  
Author(s):  
Yi-Feng Yang
Keyword(s):  
Job Satisfaction ◽  
Transformational Leadership ◽  
Conflict Resolution ◽  
Customer Service ◽  
Structural Equation ◽  
Equation Modeling ◽  
Mediating Role ◽  
Change Commitment ◽  
Sample Technique ◽  
Competing Models

This paper discusses the effects of transformational leadership on cooperative conflict resolution (management) by evaluating several alternative models related to the mediating role of job satisfaction and change commitment. Samples of data from customer service personnel in Taiwan were analyzed. Based on the boot-strap sample technique, an empirical study was carried out to yield the best fitting model. The procedure of hierarchical nested model analysis was used, incorporating the methods of bootstrapping mediation, PRODCLIN2, and structural equation modeling (SEM) comparison. The analysis suggests that leadership that promotes integration (change commitment) and provides inspiration and motivation (job satisfaction), in the proper order, creates the means for cooperative conflict resolution.

Studies of Transformational Leadership in the Consumer Service Workgroup: Cooperative Conflict Resolution and the Mediating Roles of Job Satisfaction and Change Commitment

2012 ◽  
Vol 111 (2) ◽  
pp. 545-564 ◽  
Author(s):  
Yi-Feng Yang
Keyword(s):  
Job Satisfaction ◽  
Transformational Leadership ◽  
Conflict Resolution ◽  
Customer Service ◽  
Leadership Style ◽  
Structural Equation ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Multiple Mediation ◽  
Change Commitment

The present paper evaluates the effect of transformational leadership on job satisfaction and change commitment along with their interconnected effects (mediation) on cooperative conflict resolution (management) in customer service activities in Taiwan. The multi-source samples consist of data from personnel serving at customer centers (workgroups), such as phone service personnel, customer representatives, financial specialists, and front-line salespeople. An empirical study was carried out using a multiple mediation procedure incorporating bootstrapping techniques and PRODCLIN2 with structural equation modeling (SEM) analysis. The results indicate that the main effect of the leadership style on cooperative conflict resolution is mediated by change commitment and job satisfaction.

Examining Competing Models of Transformational Leadership, Leadership Trust, Change Commitment, and Job Satisfaction

2016 ◽  
Vol 119 (1) ◽  
pp. 154-173 ◽  
Author(s):  
Yi-Feng Yang
Keyword(s):  
Job Satisfaction ◽  
Transformational Leadership ◽  
Structural Equation ◽  
Sampling Technique ◽  
Leadership Role ◽  
Equation Modeling ◽  
Bootstrap Sampling ◽  
Role Identification ◽  
Change Commitment ◽  
Competing Models

This study discusses the influence of transformational leadership on job satisfaction through assessing six alternative models related to the mediators of leadership trust and change commitment utilizing a data sample ( N = 341; M age = 32.5 year, SD = 5.2) for service promotion personnel in Taiwan. The bootstrap sampling technique was used to select the better fitting model. The tool of hierarchical nested model analysis was applied, along with the approaches of bootstrapping mediation, PRODCLIN2, and structural equation modeling comparison. The results overall demonstrate that leadership is important and that leadership role identification (trust) and workgroup cohesiveness (commitment) form an ordered serial relationship.

Studies of Transformational Leadership in Consumer Service: Market Orientation Behavior and Alternative Roles for the Mediators and Moderators of Change Commitment

2013 ◽  
Vol 113 (3) ◽  
pp. 767-785 ◽  
Author(s):  
Yi-Feng Yang
Keyword(s):  
Transformational Leadership ◽  
Market Orientation ◽  
Structural Equation ◽  
Insurance Companies ◽  
Equation Modeling ◽  
Multiple Mediation ◽  
Service Market ◽  
Mediating Role ◽  
Modeling Analysis ◽  
Change Commitment

The present paper evaluates the relation between transformational leadership and market orientation along with the mediating and moderating effects of change commitment for employees in customer centers in Taiwan. 327 questionnaires were returned by personnel at several customer centers in four different insurance companies. Inter-rater agreement was acceptable based on the multiple raters (i.e., the consumer-related employees from the division groups) of one individual (i.e., a manager)—indicating the aggregated measures were acceptable. The multi-source sample comprised data taken from the four division centers: phone services, customer representatives, financial specialists, and front-line salespeople. The relations were assessed using a multiple mediation procedure incorporating bootstrap techniques and PRODCLIN2 with structural equation modeling analysis. The results reflect a mediating role for change commitment.

Satisfaction and Performance of the International Faculty: To What Extent Emotional Reactions and Conflict Matter?

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110305
Author(s):  
Majid Ghasemy ◽  
Farhah Muhammad ◽  
Jamshid Jamali ◽  
José Luis Roldán
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Structural Equation ◽  
Interpersonal Conflict ◽  
Emotional Reactions ◽  
Equation Modeling ◽  
Affective States ◽  
International Faculty ◽  
Mediating Role

Guided by affective events theory (AET), our inquiry aims at examining the relationships among affective work events, affective states, affect-driven behaviors, and attitudes of international faculty working in the Malaysian institutions of higher learning. Specifically, the impacts of interpersonal conflict, as a work event, on international faculty’s affective states were in focus. In addition, the mediating role of job performance, as an affect-driven behavior, on the relationship between affective states and job satisfaction, as an attitude, was examined. Data were collected from 152 respondents and partial least squares structural equation modeling (PLS-SEM) was applied to estimate the proposed theoretical model. Our model was examined from an explanatory-predictive perspective and exhibited a high level of out-of-sample predictive power. In addition, the results of the analysis highlighted the role of interpersonal conflict in causing affective states and affective states in causing job satisfaction. However, empirical evidence was not provided for the mediating role of job performance within the proposed model. Finally, given the fluctuating nature of the affective states, a robustness check verified the nonlinear relationship between positive affect and job performance. Implications of the findings, limitations, and recommendations were elaborated.

School principals’ systems thinking: antecedents and consequences

2019 ◽  
Vol 57 (2) ◽  
pp. 167-184 ◽  
Author(s):  
Pascale Benoliel ◽  
Haim Shaked ◽  
Nechama Nadav ◽  
Chen Schechter
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Systems Thinking ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Leadership Framework ◽  
Antecedents And Consequences

PurposeToday’s educational complexities require principals to adopt a more systemic perspective toward school management. Although research has emphasized the benefits associated with the holistic perspective of systems thinking, research in the educational field has been limited. The purpose of this paper is to investigate the mediating role of principals’ systems thinking (PST) in the relationships between instructional leadership (IL) and subject coordinators’ organizational commitment and job satisfaction.Design/methodology/approachData were collected by surveying a sample of 226 subject coordinators from different elementary schools randomly chosen in Israel. Subject coordinators completed questionnaires on their PST competencies, their principals’ IL, job satisfaction and organizational commitment. Structural equation modeling was used to test the research hypotheses.FindingsThe results confirmed the main hypotheses: PST did facilitate subject coordinators’ organizational commitment and job satisfaction. Findings also showed that PST mediated the relationship between IL and subject coordinators’ organizational commitment and job satisfaction.Originality/valueBy integrating research from both educational and non-educational literature, this study contributes to deepen our understanding regarding the antecedents and consequences of the PST as perceived by their subject coordinators, providing a broader leadership framework on their functions in today’s complex school systems.

scholarly journals Core Self-Evaluations, Perceived Job Characteristics and Job Satisfaction: Evidence from Two Independent Samples of Highly Skilled Argentinian Workers

2019 ◽  
Vol 28 (1) ◽  
pp. 131-146 ◽  
Author(s):  
Lucas Pujol-Cols
Keyword(s):  
Job Satisfaction ◽  
Structural Equation ◽  
Job Characteristics ◽  
Equation Modeling ◽  
Skilled Workers ◽  
Mediating Role ◽  
Modeling Analysis ◽  
Highly Skilled ◽  
Core Self ◽  
The Relationship

This study examined the mediating role of perceived job characteristics in the relationship between core self-evaluations (CSEs) and job satisfaction. Data were collected from two independent samples of highly skilled workers in Argentina (190 scholars and 116 managers). The results from the structural equation modeling analysis revealed that perceived job characteristics partly mediated the relationship between CSEs and job satisfaction in both samples (32% in sample 1 and 65% in sample 2), suggesting that those individuals with higher CSEs tended to perceive their jobs as more resourceful (i.e., more rewarding, secure, and supportive), which increased their levels of job satisfaction. ese findings were consistent with those reported in North-American and European organizational settings, which provided further support to the universality and cross-cultural generalizability of the CSE construct.

scholarly journals Acting the part: Emotional intelligence and job satisfaction as predictors of emotional labor in travel agencies

2020 ◽  
pp. 146735842096565
Author(s):  
Milena Nedeljković Knežević ◽  
Marko D Petrović ◽  
Sanja Kovačić ◽  
Maja Mijatov ◽  
Darko B Vuković ◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Customer Service ◽  
Emotional Labor ◽  
Structural Equation ◽  
Work Motivation ◽  
Future Research ◽  
Mediating Role ◽  
Travel Agencies ◽  
Novi Sad

Employees of retail travel agencies in sales roles can have long-lasting, direct contact with tourists which, in the case of poor customer service, can be extremely problematic for businesses. Because of this, it is important to understand how employees manage their emotions to help them to remain satisfied with their work, thus contributing to the satisfaction of tourists. However, job satisfaction, emotional intelligence and emotional labor in tourism have not previously been studied together as variables in a single model. This research analyses the mediating role of emotional intelligence in the relationship between job satisfaction and emotional labor in travel agencies, as well as job satisfaction as an antecedent of emotional labor. Data were collected from 160 employees of 45 travel agencies in the Serbian cities of Belgrade and Novi Sad. Results show that employees’ emotional intelligence mediates the positive relationship between job satisfaction and emotional labor. Management implications: Increasing employees’ emotional intelligence through training and development and actively recruiting employees with high emotional intelligence will reduce emotional exhaustion and improve customer satisfaction for retail travel agencies. Future research should include employees from other countries, in order to make comparisons and to validate results, as well as to test the created model by structural equation modelling (SEM), involving some other possible mediators, such as socio-demographics, personality traits or work motivation.

Specific HR practices and employee commitment: the mediating role of job satisfaction

2019 ◽  
Vol 41 (3) ◽  
pp. 420-435 ◽  
Author(s):  
Arshad Mahmood ◽  
Muhammad Naseer Akhtar ◽  
Usman Talat ◽  
Chuanmin Shuai ◽  
James C. Hyatt
Keyword(s):  
Job Satisfaction ◽  
Developing Country ◽  
Structural Equation ◽  
Employee Commitment ◽  
Developed Countries ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Hr Practices

PurposeThe purpose of this paper is to increase understanding of the influence mechanisms of specific HR practices variables – salary, job stability and job enrichment – upon employee commitment, through the mediating role of job satisfaction, in a developing country context. Crucially, these indicate employee commitment.Design/methodology/approachThe study analyzed three specific HR practices with a sample of 263 employees in the banking industry of Pakistan. A structural equation modeling methodology is adopted.FindingsThe findings indicate that remuneration strategies were positively related to job satisfaction and employee commitment. Regarding the intervening impact of job satisfaction, this study found that it mediates only for non-monetary strategies between job satisfaction and employee commitment.Research limitations/implicationsA key limitation is that this is a cross-sectional study, perhaps not generalizable over longitudinal approaches. Another limit is posed by the developing country context of this study, perhaps not applicable to some developed countries.Practical implicationsFrom an HR perspective, managing salary structure is an ongoing issue. The proposed model suggests the use of specific practices about satisfaction and commitment as intermediate steps to manage employee commitment.Originality/valueThe research offers a unique understanding from the developing country context of Pakistan. This provides a novel study conducted to examine employee commitment using the high-performance work practices model.

Why does leader attention scope matter for innovation ambidexterity? The mediating role of transformational leadership

2016 ◽  
Vol 37 (7) ◽  
pp. 912-935 ◽  
Author(s):  
Xiaofeng Zheng ◽  
Zhiying Liu ◽  
Xiuyuan Gong
Keyword(s):  
Transformational Leadership ◽  
Structural Equation ◽  
Leadership Behavior ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Upper Echelons Theory ◽  
Attention Scope ◽  
The Relationship

Purpose The purpose of this paper is to explore the role leader attention plays in the nurture of transformational leadership (TL) behavior, as well as the mechanism by which TL affects innovation ambidexterity, this research empirically studied the relationship between leader attention scope (LAS) and innovation ambidexterity (exploratory innovation and exploitative innovation) through the mediating role of TL. Further, the moderating effect of environmental dynamism (ED) on the relationship between TL and innovation ambidexterity was examined. Design/methodology/approach Empirical study was adopted by distributing questionnaires to high echelon leaders in mainland China to assess related variables. Structural equation modeling was used to examine the relationships of the variables based on the 188 returned questionnaires. Findings The results show that LAS had a positive effect on innovation ambidexterity, and the relationship was partially mediated by TL. ED negatively moderated the relationship between TL and innovation ambidexterity. Practical implications The results suggest that upper echelon leaders receive more unfamiliar, outward-oriented, and source-diverse information to broaden their attention scope. The broad outlook they get obliges them to engage in TL behavior which is beneficial for innovation ambidexterity. Originality/value Based on upper echelons theory, this research reveals the realization mechanism of innovation ambidexterity from the perspectives of leader attention and leadership behavior. This paper avoids the previous research limitation of prevalently employing demographic measurements to substitute for leaders’ psychological processes. The study of LAS also explains the formation mechanism of TL. ED is considered to examine the effectiveness of TL.

Perceived control and purchase intention in online shopping: The mediating role of self-efficacy

2018 ◽  
Vol 46 (1) ◽  
pp. 99-105 ◽  
Author(s):  
Yahong Li ◽  
Zhipeng Xu ◽  
Fuming Xu
Keyword(s):  
Customer Service ◽  
Perceived Control ◽  
Self Efficacy ◽  
Purchase Intention ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Modeling ◽  
Experimental Conditions ◽  
Mediating Role ◽  
Customer Services

We investigated whether or not self-efficacy mediated the enhancing effect of perceived control on purchase intention in online shopping. We randomly assigned 263 participants to experimental conditions in which they encountered different customer services. We assessed their perceived control, self-efficacy, and purchase intention via a self-evaluation survey. Results indicated that participants with the availability of live customer service had a higher level of perceived control and stronger purchase intention. There were significantly positive correlations among perceived control, self-efficacy, and purchase intention. Structural equation modeling showed that self-efficacy was a significant partial mediator of the effect of perceived control on purchase intention, accounting for 17.4% of the total effect. This finding implies that the provision of customer service in online shopping that leads consumers to have a perception of greater control can enhance their self-efficacy, and induce stronger purchase intention.

Sign in / Sign up

Export Citation Format

Share Document