Dennis Herhausen
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Prof. Dr.
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Herhausen
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Dennis
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dennis.herhausen@unisg.ch
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  • Publication
    When Does Customer-Oriented Leadership Pay Off? An Investigation of Frontstage and Backstage Service Teams
    (Sage Periodicals Press, 2017-06-19)
    Herhausen, Dennis
    ;
    De Luca, Luigi
    ;
    Miceli, Gaetano “Nino”
    ;
    Morgan, Robert E.
    ;
    Schögel, Marcus
    The service literature highlights the importance of organizational leaders in creating an organization-wide customer orientation (CO). Yet some open questions remain regarding this relationship: Are organizational leaders from different hierarchical levels equally effective in creating a CO? Does the functional role of employees affect the importance of certain leaders? More generally, when does customer-oriented leadership really pay off? To address these questions, we investigate how senior managers’ and direct supervisors’ CO affects the CO climate and effectiveness of both frontstage and backstage service teams. Analyzing multisource data from 575 employees and their supervisors from 110 teams in a retail bank, we find that the effect of perceived senior manager CO on team CO climate and team effectiveness is stronger in backstage teams while perceived direct supervisor CO has a greater influence in frontstage teams. Moreover, team CO climate consensus moderates the effect of team CO climate on team effectiveness. These results suggest that, contrary to past theorizing, customer-oriented leadership does not per se increase team CO climate and team effectiveness; rather, the correct coupling of leadership source and degree of customer contact needs to be achieved. Service managers should use these findings and appoint the correct leader to implement CO, to make the organization-wide CO diffusion more efficient and effective.
    Type: journal article
    Journal: Journal of service research
    Volume: 20
    Issue: 4
    DOI: 10.1177/1094670517714059
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/102259
    Scopus© Citations 11
  • Publication
    A Meta Analysis of the Antecedents and Consequences of Strategic Flexibility
    (Academy of Management, 2014-08-01)
    Herhausen, Dennis
    ;
    Morgan, Robert E.
    ;
    Volberda, Henk W.
    It is axiomatic that strategic flexibility is a key success factor in generating competitive advantage. Despite this maxim, often peddled in the normative literature, empirical studies have produced inconsistent results for the strength and direction of this relationship. We synthesize these results and provide empirical support for a general, moderate, and positive effect of strategic flexibility on firm performance. Moreover, we find that strategic flexibility indirectly affects financial performance through its positive effects on innovation capability and superior market position, and that strategic flexibility has a negative direct effect on financial performance. Importantly, the meta-analytic evidence also indicates that the strategic flexibility-performance relationship depends on measurement methods, the research context, and certain environmental characteristics. Exploratory analyses regarding the antecedents of strategic flexibility reveal many meaningful differences to the predominant expectations in prior research. Overall, our results provide the necessary nuance to discerning the specific antecedent and consequential effects of strategic flexibility, thereby providing valuable implications for managers, and outlining a research agenda for future inquiries.
    Type: journal article
    Journal: Academy of Management Best Paper Proceedings
    Issue: 2014
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/86568