What is it about?
This study determined that robust leadership within retail environments enhances employees' focus on customer needs, primarily by fostering a sense of support from their supervisors. Support among colleagues exerted a lesser influence. Additionally, the strength of customer relationships significantly impacted perceptions of the service.
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Why is it important?
Hiring and training managers to be inspiring leaders makes employees feel more supported. This support helps employees focus more on customer needs, improving service and even boosting business performance.
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This page is a summary of: Examining the Mechanisms Linking Transformational Leadership, Employee Customer Orientation, and Service Performance: The Mediating Roles of Perceived Supervisor and Coworker Support, Journal of Business and Psychology, November 2009, Springer Science + Business Media,
DOI: 10.1007/s10869-009-9145-x.
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