Essay On Comparison Matrix

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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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