Transformational leadership and customer satisfaction in the aerospace industry: An analysis based on the Multifactor Leadership Questionnaire

by Freedman, Robert N., Ph.D., CAPELLA UNIVERSITY, 2007, 157 pages; 3250060


Leadership behavior may play an important role in meeting cultural challenges and achieving the superior performance and customer satisfaction required to earn preferred supplier designation from an aerospace prime contractor. Preferred supplier programs emerged from theories about total quality and the effect of quality on delivery and continuous improvement performance. Preferred supplier level is used as a proxy for customer satisfaction to compare leadership styles of preferred aerospace suppliers and 2004 normative sample data for 4,376 firms reported by Avolio and Bass (2004). Other variables considered include sales volume, leader gender, line of business, and customer served. Three key findings emerged. First, preferred supplier leaders reported more transformational and active management behaviors, and less passive behaviors than leaders from the normative sample. Second, women are more likely to lead smaller firms. Finally, larger firms are more likely to be in the top supplier tier than smaller firms. Recommendations and further research questions are presented.

AdviserSheila Fournier-Bonilla
Source TypeDissertation
Publication Number3250060

About ProQuest Dissertations & Theses
With nearly 4 million records, the ProQuest Dissertations & Theses (PQDT) Global database is the most comprehensive collection of dissertations and theses in the world. It is the database of record for graduate research.

PQDT Global combines content from a range of the world's premier universities - from the Ivy League to the Russell Group. Of the nearly 4 million graduate works included in the database, ProQuest offers more than 2.5 million in full text formats. Of those, over 1.7 million are available in PDF format. More than 90,000 dissertations and theses are added to the database each year.

If you have questions, please feel free to visit the ProQuest Web site - - or contact ProQuest Support.