Now showing 1 - 3 of 3
  • Publication
    When Does Customer-Oriented Leadership Pay Off? An Investigation of Frontstage and Backstage Service Teams
    (Sage Periodicals Press, 2017-06-19) ;
    De Luca, Luigi
    ;
    Miceli, Gaetano “Nino”
    ;
    Morgan, Robert E.
    ;
    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.
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    Scopus© Citations 11
  • Publication
    Diffusing Strategy Implementation Throughout the Organization: Adopting a Social Learning Lens
    (SMS Strategic Management Society, 2013-09-30) ;
    Morgan, Robert E.
    ;
    De Luca, Luigi
    ;
    Well-formulated strategies only result in superior returns for an organization when they are implemented successfully. We examine the dissipative processes underlying the role of relationship quality (leader-member exchange and team-member exchange) through to the individual level of the strategy implementation process. We propose a contingent model based on social learning theory using data generated from a retail bank. Using hierarchical linear modeling, we find that social exchange relationships embedded in a work team setting influence individual employee's strategy implementation support. Namely, the higher an employee's leader-member exchange, the stronger is the positive relationship between supervisor modeling behavior and team member strategy support. Additionally, the higher an employee's team-member exchange, the stronger the positive relationship between work team strategy support and individual strategy support.
  • Publication
    Strategy Implementation as Social Exchange : A Processual Analysis of Multi-Level Exigencies
    (Academy of Management, 2013-08-09) ;
    Morgan, Robert E.
    ;
    De Luca, Luigi
    ;
    Well-formulated and appropriate strategies only result in superior returns for an organization when they are implemented successfully. Although a notable volume of literature has been published on the strategy implementation process, past research has neglected the role of relationship quality (leader-member exchange and team-member exchange) at the individual level of strategy implementation. We propose a contingent model based on social learning theory and examine the strategy implementation process within a retail bank. Using hierarchical linear modeling, we find that social exchange relationships embedded in a work team setting influence individual employee's strategy implementation support. Namely, the higher an employee's leader-member exchange, the stronger is the positive relationship between supervisor modeling behavior and team member strategy support. Additionally, the higher an employee's team-member exchange, the stronger the positive relationship between work team strategy support and individual strategy support.