The evaluation of a paradigm: The critical examination of the influence of followership styles and courageous follower attributes on hotel customer-contact employee job satisfaction

by Fobbs, Terry, Ph.D., CAPELLA UNIVERSITY, 2010, 214 pages; 3403225

Abstract:

This study examined the statistical relationship between followership style (Kelley, R.E., The power of followership: How to create leaders people want to follow and followers who lead themselves, 1992) and courageous follower attributes (Dixon, E. N., An exploration of the relationship of organizational level and measures of follower behaviors. Ph.D. dissertation, The University of Alabama in Huntsville, Huntsville, Alabama, 2003), and the influence of followership style on the job satisfaction, (Spector, P.E., Job satisfaction: Application, assessment, causes and consequences, 1997) on hotel customer-contact employee job satisfaction. The premise of this research was the certain followership styles would exhibit more courageous follower attributes than others, for example exemplary followers would demonstrate more courageous follower attributes than conformist followers. The second premise was that there was a statistical relationship between followership style and hotel customer-contact employee job satisfaction. An on-site group administration of the three survey instruments was conducted to collect data to determine the level of courageous follower attributes, demographics, reported followership style and level of job satisfaction of the entire population of customer-contact employees of a small Canadian high-end luxury hotel and resort chain. The univariate analysis of job satisfaction revealed high dissatisfaction with nature of work and organizational communication and that nearly two thirds of the respondents self-reported as exemplary followers. The study found that there was a statistical relationship between followership style and courageous follower attributes, indicating that the two constructs of followership style, independent critical thinking and active engagement had a direct bearing on the level of courageous follower behaviors displayed, and that all followership styles did display these behaviors to some extent. The study also found that demographics had no main effect overall on job satisfaction, except for some facets and that followership style had no effect on job satisfaction except for the facet of nature of work. The principal conclusions of the study being that overall, followership style does not influence job satisfaction of hotel customer –contact employees, but there is a strong relationship between followership style and the level of courageous follower behavior demonstrated. Limitations of the study, implications for future research and recommendations for practice are also discussed.

AdviserKeith Grant
SchoolCAPELLA UNIVERSITY
Source TypeDissertation
SubjectsManagement; Occupational psychology
Publication Number3403225

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