Managing customer-contact service employees by implementing transformational leadership

by Dhaliwal, Harjinder S., Ph.D., CAPELLA UNIVERSITY, 2008, 104 pages; 3315225


The purpose of this study was three fold. The study explored the effects of transformational leadership on employee job stress and extra-role behavior. In addition the study assessed the relationship between job stress and employee burnout and job satisfaction. Next, the study evaluated the impact of employee job satisfaction on organizational commitment.

The research tested variables important to the relationships between: transformational leadership and job stress, job stress and burnout, job stress and job satisfaction, job satisfaction and organizational commitment, and transformational leadership and extra-role behavior.

This study utilized survey research (a non-experimental field study design). Five hypotheses were developed regarding the relationships between different variables. To remain consistent with previous research, the measures were taken from five referent studies, which in turn are based on previous studies in marketing, management, and psychology.

The current study consisted of a population of hospitality industry employees from restaurants and hotels. A convenience (non-random) sampling method was applied to select and recruit the research participants. Data was collected using survey questionnaire instruments. The questionnaires were mailed or delivered to the hospitality firms.

A negative relationship between perceived transformational leadership and job stress was found while a strong positive relationship between perceived job stress and burnout was found. Next, a negative relationship between perceived job stress and job satisfaction was found while a strong positive relationship between perceived job satisfaction and organizational commitment was found. Finally, a positive relationship between perceived transformational leadership and extra-role behavior was found.

AdviserJohn Machnic
Source TypeDissertation
Publication Number3315225

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