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The Impact of Customer Contact on Collective Human Energy in Firms

2019-07-02 , Kipfelsberger, Petra , Bruch, Heike , Herhausen, Dennis

This paper investigates how and when a firm’s level of customer contact influences the collective organizational energy. For this purpose, we bridge the literature on collective human energy at work with the job impact framework and organizational sensemaking processes and argue that a firm’s level of customer contact is positively linked to the collective organizational energy because a high level of customer contact might make the experience of prosocial impact across the firm more likely. However, as prior research at the individual level has indicated that customers could also deplete employees’ energy, we introduce transformational leadership climate as a novel contingency factor for this linkage at the organizational level. We propose that a medium to high transformational leadership climate is necessary to derive positive meaning from customer contact, while firms with a low transformational leadership climate do not get energized by customer contact. We tested the proposed moderated mediation model with multilevel modeling and a multi-source dataset comprising 9,094 employees and 75 key informants in 75 firms. The results support our hypotheses and offer important theoretical contributions for research on collective human energy in organizations and its interplay with customers.

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Trickle down effects of work meaningfulness through visionary leadership

2015-08-07 , Kipfelsberger, Petra , Raes, Anneloes , Herhausen, Dennis , Bruch, Heike

Experiencing work as meaningful benefits both individuals and organizations. While prior research has indicated that leaders may shape followers’ work meaningfulness, little is known about the role of leaders’ own work meaningfulness in this process. Drawing from self-concept based theory and interpersonal sensemaking processes, we argue that work meaningfulness trickles down from strategic leaders to mid-level leaders to employees through visionary leadership. Additionally, we propose that organizational tenure shapes this transfer in such a way that leaders’ influence is higher for followers new to the organization. Finally, we expect work meaningfulness to positively relate to important behavioral outcomes across different hierarchies. In order to test the derived hypotheses, we conducted two multilevel studies among 54 CEOs and 267 mid-level managers (Study 1), and 39 mid-level leaders and 173 employees (Study 2). Using multilevel structural equation modeling, our results confirmed most hypotheses. Implications for theory and practice are discussed.

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A self-based trickle-down model of work meaningfulness

2017-05-04 , Kipfelsberger, Petra , Raes, Anneloes , Herhausen, Dennis , Bruch, Heike , Kark, Ronit

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Leading With Meaning: How And When Leader Work Meaningfulness Transfers To Followers

2016-01-07 , Kipfelsberger, Petra , Raes, Anneloes , Herhausen, Dennis , Bruch, Heike