Effects of Service Standards Communication and Servant Leadership on Strategic Competence and Customer Orientation

Tomaselli, Deniz Maden; Göztaş, Aylin; Topsümer, Füsun

doi:10.17265/1537-1506/2014.11.001

Cited by 1 publication

(1 citation statement)

References 29 publications

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“…For instance, empowering leadership as one constituent of servant leadership assists TQMrelated information sharing in a team (Srivastava et al, 2017). It influences customer orientation by enhancing job outcomes of employees, crafting an authentic focus and culture of customer service (Muller & Smith, 2018); encourage customer orientation through a personal model of service in a supportive, thoughtful, and helpful manner (Kumar, 2018;Maden et al, 2014). Largely, TQM and servant leadership share numerous attributes.…”

Section: Theoretical and Hypothesis Development Leadership Styles And...mentioning

confidence: 99%

Leadership Styles and Total Quality Management (TQM) Implementation: Competitor Orientation and Inter-Functional Coordination as Mediators

Yadeta¹,

Jaleta²,

Melese³

2022

IJOL

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This paper examines the mediating role of competitor orientation and inter-functional coordination between leadership styles and Total Quality Management (TQM) implementation. The empirical data for this study were drawn from a survey of 203 leaders from manufacturing and service firms in Addis Ababa and its surrounding cities to examine the reliability and validity of the independent constructs; mediating constructs (i.e., competitor orientation and inter-functional coordination); and implementation of TQM. The data were analyzed using Structural Equation Modeling (SEM) to examine the mediating role of competitor orientation and inter-functional coordination between leadership styles and the implementation of TQM. The result of this study revealed that servant and transactional leadership did have a positive and direct effect on the implementation of TQM, while the relationships were further positively mediated by interfunctional coordination for the servant leadership-TQM relationship and negatively mediated by competitor orientation for the transactional leadership-TQM relationship. On the other hand, transformational leadership had only a positive and indirect effect on implementing TQM through competitor orientation and inter-functional coordination. Our sample companies came from different industries (both manufacturing and service sectors). Hence, future studies could consider samples from manufacturing and service sectors independently to control and reduce the bias resulting from industry differences. The results can be beneficial for the current organizational leaders to achieve appropriate leadership styles and understand the mediating role of competitor orientation and interfunctional coordination between leadership styles and the implementation of TQM.

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Section: Theoretical and Hypothesis Development Leadership Styles And...mentioning

confidence: 99%

Leadership Styles and Total Quality Management (TQM) Implementation: Competitor Orientation and Inter-Functional Coordination as Mediators

Yadeta¹,

Jaleta²,

Melese³

2022

IJOL

View full text Add to dashboard Cite

show abstract

Effects of Service Standards Communication and Servant Leadership on Strategic Competence and Customer Orientation

Cited by 1 publication

References 29 publications

Leadership Styles and Total Quality Management (TQM) Implementation: Competitor Orientation and Inter-Functional Coordination as Mediators

Leadership Styles and Total Quality Management (TQM) Implementation: Competitor Orientation and Inter-Functional Coordination as Mediators

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