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Comparison Matrix Essay
Do leadership styles have an impact on employee attitude, performance, retention, and ultimately customer satisfaction? According to John Smith, former CEO of Marriott Corporation, “you can’t have happy customers served by unhappy employees” (Hesket, et al, 1997 as cited in Emery & Baker, 2007). Furthermore, the competitive nature of business has required companies to turn their attention to customer service and satisfaction (Emery & Baker, 2007). Three articles comparing leadership styles and the effect on employees and customer satisfaction were analyzed, compared, and contrasted to determine the overall affect of leadership styles on employees and customers.
The first article studied only one leadership style, transformational leadership, while the second article compared both transformational and transactional leadership. The third article, while not comparing leadership styles, provided research into what entices parents and students to choose charter ran schools over schools in the public domain.
Wright and Pandey researched and wrote“Transformational Leadership in the Public Sector: Does Structure Matter?”(2010). The duo contend that transformational leadership is a style that dictates the leader change the “attitude and assumptions” (2010) of his/her employees. This is accomplished through a series of events. First, the employer shares the expected organizational outcome creating a heightened sense of personal interest in “higher order needs” (Wright & Pandey, 2010). Second, the shift to transformational leadership creates a sense of defined loyalty which inspires employees to rise above their own needs and motivates him/her to do what is best for the business/company
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...he highest achievable grade and letter “F” representing the lowest grade achievable (Wohlstetter et. al, 2008). Much like the first two studies this study also lacks in the representation of various groups espondent pool. Because this study was conducted online and was only available in two languages it is difficult to determine if all ethnic groups affected had a voice. An additional recommendation for study 3 would be to have all surveys be similar in length and wording. While all three articles show differences in sample sizes, the population sampled, and hypotheses presented, the fact that customer satisfaction is of utmost importance to have a successful business can not be argued. Managerial style does have an effect on the employees. One would have to contend that happy employees yield happy customers and happy customers yield high business volumne.
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Across the globe, there are CEO’s, managers, and several other individual’s in leadership-type roles that have the expectation of making their company successful in the eyes of the investors, the employees, and the customers that they serve. This may be measured by a company’s gross profitability, employee engagement or overall customer satisfaction. Most companies have leadership models and strategies in place that leaders are expected to use in order to drive the expectations of the company while maintaining consistency across the business. In an effort to examine various types of leadership styles, I have conducted interviews with two individuals that are or have been previously tasked with leading their teams and their company towards success.
Strategic leadership comprises styles and abilities to yield employee performance producing the desired outcome. Leadership styles consist of various components, dependent on situations, and produce one of three responses- commitment, compliance, and/or resistance (Trident 2016). As leadership engages the use of power to influence employee outcomes, leaders develop personal leadership styles in order to empower the workforce. Efficient directors possess influential powers such as legitimate, expert, reward, coercive, and referent, allowing managers to obtain desired employee performance while empowering the workforce (Eveland n.d.). Various models of leadership styles have evolved, evident in innumerable situations, yet not limited to
Bass, B.M., & Avolio, B.J. (1993). Transformational leadership and organizational culture. Public administration quarterly, 17(1), 112-121.
Hawkins (2009) states that transformational leaders scaffold all employees’ efforts towards the mission, advance communication avenues within the organization, and share all threats from competition to organizational waste to define the problems in addition to the need to reorganize for the future success and survival of the organization. Transformational leadership styles are critical to the progression of IT governance through achieving rap...
Isabella Dawson 02/03/17 Dr. John G. Oates and Dr. Alex Barder The Matrix and We The Matrix and We both present a dystopian future. The Matrix is a portrayal of the effects of technological advancements that outstrip the capabilities of humans to control it. The novel We is a critique on the capabilities of a government to achieve a perfect society, this is shown through the failure of order and rationality to ensure a permanent peace. The two works of science fiction offer examples of power which are created through interactions between conscious entities.
As with any approach or theory to leadership, weaknesses and strengths become obvious. Northouse (2001) identifies the weaknesses and strengths of the transformational leadership method as follows:
In this time of transition and uncertainty, research suggests that transformational leadership is highly effective (Straight, 2006). Leadership research has drifted from emphasis on the competence of leaders to “manage change” to the ability to “transform” organizations. Transformational leaders have attributes and behaviors needed to successfully motivate and empower employees. According to Bernard Bass (1990), transformational leadership occurs when a leader transforms, or changes, his or her followers in three important ways that together result in followers trusting the leader, performing behaviors that contribute to the achievement of organizational goals, and being motivated to perform at a high level. Transformational leaders can achieve greater performance by stimulating innovative ways of thinking and transforming follower’s beliefs and aspirations. Maxwell (Maxwell, 2007) articulates that most of the time, influence is more important than formal power or authority. I agree with him. Influence is very important in organizational and co...
Ultimately, the transformational principles deployed by Joe have contributed to the success of the business. He was able to create a vision, direction and inspiration for employees, thereby giving the business a sense of purpose enabling him to inspire followers to move beyond expectations which according to Bass (1998), says that transformational leadership is required. Based on Bass (2006) the qualification of transformational leaders are those with great personalities and ability to influence others in exchange for loyalty it however, focuses on the processes between leader and followers. Therefore, to fault the transformational leadership theory concept is false, because transformational leadership is solid and does not vary when people present it differently. Transformational leaders are ideal for an organisation, especially during a major change because they provide energy and support during the change process. Furthermore transformational leadership has a great influence on the performance of the team. The four components of transformational leadership may be mapped to critical team work development factors in such a way as to possibly improve team communication and promote team
Transformational. The rudimentary difference between transformational leadership and transactional leadership in relation to organizational implementation is that transactional leaders are limited by the boundaries of the organization (i.e., financial stability and efficiency), whereas transformational leaders strive to make innovative change within the organization. Caruthers states there is limited evidence that whether using transactional versus transformational methods are more effective. However, leaders in a federal agency have been cited implementing transformational or transactional leadership style in an effort to “enhance employee productivity, enhance accountability, and enhance a perceived notion of fiscal accountability throughout the organization” (2011, p. 39). As of the conclusion of Caruthers report, the transactional leadership style has been recognized as the dominant style in a federal agency, but in a time of budget constraints and policy changes, management favors the shift towards a more transformational approach. The results show, a linear relationship between “transformational leadership and the commitment level of government employees” (p.
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
What are the effects of management styles and motivation on job satisfaction of employees working in hospitality industry?
According to Hatch (1993), theories of transformational leadership buttresses that change is accomplished through the leader 's implementation of a unique vision of the organization through powerful personal characteristics designed to change internal organizational cultural norms
With the dilemma stated, the management question would be how do we increase customer satisfaction? Research questions, which are the objective of the research study, would include – what can management do to improve customer satisfaction, how is employee attitude and motivation connected to customer satisfaction, should we add employee incentives to reward increased customer service ratings, and should we modify hiring and training procedures?
Transformational leaders are needed to transform low performing organizations to acceptable to high performance. At other times, the leader is expected to move an organization from a crisis. In order to accomplish these tasks, the leader must overhaul the organization culture or subculture. This task is accomplished by nine ways of transforming others: 1. Raise others awareness. The leader makes others aware of the rewards and how to achieve them, i.e. pride in the job or financial incentives. 2. Help others look beyond self-interest. The transformational leader helps others to look at the “big picture” by describing an entire scenario, i.e. if we hire more employees to do x, we will have to make cuts in other areas. 3. Help people find self-fulfillment. The leader helps others not to focus on minor satisfactions, i.e. getting a job done before the deadline ...
To begin from the same point of reference, we’ll define the essential theory of transformational leadership in public organizations as, “the art of engaging and motivating subordinates, to change the internal culture of a workplace from a self-interested individual goals approach to a framework of public service oriented values” (Paarlberg & Lavigna, 2010, p. 711). Although often used interchangeably, it is imperative to note leadership and management are not true similes. Management universally includes delegated, formal power by position- thus requiring submission of someone lower in the organizational hierarchy. Whereas leadership can incorporate formal aspects or power; its success remains far more dependent upon the informal willingness of others to follow. Accomplishment of the mission requires cooperative relationships throughout the entire unit b...