Essay On Transformational Leadership

The goal of this study is to stipulate that store level transformational leadership impacts service employees’ customer orientation through supervisor and coworker support; and looks at the possibility of how customer orientation leads to positive service experienced by customer’s and perceived employee service performance.

Furthermore, the study exploits transformational leadership theory as a cornerstone, to examine how supervisor leadership behaviors influence subordinates customer orientation. The author’s employs the concept of “trickle-down model” proposed by Masterson, to discuss what methods transformational leader’s uses to motivate employees’ customer orientation by increasing employee-perceived managerial support and employee-perceived coworker support. For instance, when supervisors exhibit transformational leadership, employees might distinguish this as support from their supervisors in so doing reciprocate this support by upholding a positive job customer orientation.

Additionally, transformational leaders may stimulate mutual support among their subordinate to reach common goal. For instance, service employees who perceive mutual support from their coworkers may find that they retain superior individual resources to engage in adequate customer needs.

Likewise, the authors looks at the prospect of exactly how employee’s customer orientation predicts customer-rated service performance. The author’s draws on the positive aspects of what a transformational leader should be by illustrating that transformational leaders can successfully simplify service employees’ task requirements by coaching them on how to meet customer needs, which can help to reduce employee’s role of ...

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...ision, using people in the organization; acts as a change agent within the organization by setting an example of how to initiate and implement change; helps the organization by helping others contribute to the organization.” This research highlights the perception of transformation leadership from employees to supervisor’s standpoint which limits the generalization of this study.

Recommendation of further research in the areas of the correlation of transformational leadership and employees’ customer orientation to examine whether organizational-level variables enhance customer orientation through the trickle-down process. Furthermore, the research did not highlight the four aspects- idealized influence, inspirational motivation, intellectual stimulation, and individual to transformational leadership as it impacts service industry (Northouse, 2001).