The influence of a leader’s servant leadership on employees’ perception of customers’ satisfaction with the service and employees’ perception of customers’ trust in the service firm: the moderating role of employees’ trust in the leader
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This study examines why a leader needs to establish good relations with his/hersubordinate employees to build strong relationships with customers. The productionand the consumption of goods in the service sector occur simultaneously, and it is thecustomer who determines the quality of the service provided (Bateson, 1985; Bradley,Fox, & Morris, 2004; Pfeffer, 1994). Bradley et al. (2004) has shown that leadership style influences employees’ behaviorpatterns as well as the service they provide. The success of internal marketing depends onthe kind of leadership a manager demonstrates. However, no study has directly examinedthe effect of servant leadership on customers’ satisfaction. Thus, this paper aims toanalyze the impact of servant leadership on employees’ perceptions of customers’satisfaction with a service and their trust in the service firm. It demonstrates howemployees’ trust in the leader moderates the effect of servant leadership on employees’perceptions of customers’ satisfaction with a service and their trust in the service firm.
Abstract
This study examines why a leader needs to establish good relations with his/hersubordinate employees to build strong relationships with customers. The productionand the consumption of goods in the service sector occur simultaneously, and it is thecustomer who determines the quality of the service provided (Bateson, 1985; Bradley,Fox, & Morris, 2004; Pfeffer, 1994). Bradley et al. (2004) has shown that leadership style influences employees’ behaviorpatterns as well as the service they provide. The success of internal marketing depends onthe kind of leadership a manager demonstrates. However, no study has directly examinedthe effect of servant leadership on customers’ satisfaction. Thus, this paper aims toanalyze the impact of servant leadership on employees’ perceptions of customers’satisfaction with a service and their trust in the service firm. It demonstrates howemployees’ trust in the leader moderates the effect of servant leadership on employees’perceptions of customers’ satisfaction with a service and their trust in the service firm.
참고문헌 (46)
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