Linking leadership styles to customer satisfaction of Palestinian insurance sector: Mediating role of employees’ performance

Salahat, Mahmoud A.; Majid, Abdul

doi:10.21833/ijaas.2016.11.013

Cited by 14 publications

(13 citation statements)

References 36 publications

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“…However, it is of particular interest to examine whether job satisfaction would affect (mediate) the relationship between servant leadership and OC. Salahat et al 67 , while investigating the potential mediator in the relationship between servant leadership and OC, have called for researches aimed at examining mediators in the stated relationship in order to extend the understanding of how emerging positive constructs affects organizational phenomena.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Mediator Analysis of Job Satisfaction: Relationship between Servant Leadership and Employee Engagement

Kaur

2018

Metamorphosis: A Journal of Management Research

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Servant leaders attempt altruistically and selflessly to help others before themselves, believe in developing their followers to their greatest potential, and seek to benefit the wider community. The main purpose of the present article is to examine servant leadership as the antecedent to employee engagement, mediated by job satisfaction, in Punjab, using data from 190 employees from different service provider companies (banks, colleges, call centres, insurance companies). Quantitative analysis shows that when employees observe positive levels in servant leadership, they are fundamentally encouraged towards exercising significantly higher levels of engagement and satisfaction.

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Section: Hypotheses Developmentmentioning

confidence: 99%

Mediator Analysis of Job Satisfaction: Relationship between Servant Leadership and Employee Engagement

Kaur

2018

Metamorphosis: A Journal of Management Research

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“…Increasing competition in the service sector has motivated companies to invest all possible resources to improve service quality in the eyes of customers (Salanova et al, 2005). Salahat (2016) has examined the role of employee performance as a mediator varible between leadership style and customer satisfaction in the Palestinian context.This study examines the structural equation model related to leadership style. Some researchers conclude that there is a positive and significant relationship between leadership style and customer satisfaction (Mohammadi, 2013;Topcu et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Relationship between Servant Leadership in Organizational Culture, Organizational Commitment, Organizational Citizenship Behaviour and Customer Satisfaction

Retno¹

2017

ERSJ

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This paper aims to analyze the impact of servant leadership on organizational culture, organizational commitment, organizational citizenship behavior (OCB), and customer satisfaction. This paper also aims to analyze the impact of organizational culture, organizational commitment, and OCB on customer satisfaction. Data was obtained from 240 handycraft customers in the community of handicraft craftsmen in Bekasi Regency. The data was analyzed by using Structural Equation Modeling. The validity and reliability test by using factor analysis shows that the instrument used in research is valid and reliable. The results showed: servant leadership correlated significantly with organizational culture; servant leadership is significantly related to OCB;OCB has a significant relationship with organizational commitment; servant leadership has a significant relationship with customer satisfaction;and organizational commitment has a significant relationship with customer satisfaction. Therefore, servant leadership can have a direct relationship with customer satisfaction, and servant leadership can be organizational culture. Knowledge of the effect of these relationships can be used as input to design strategies to improve customer satisfaction. The findings of the effect of servant leadership in the organizational culture on customer satisfaction have been discussed, however, there are limitations and guidelines for future research that needs to be shown.

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“…Therefore, it is important for organisations to identify, highlight and examine these challenges so as to thrive particularly in the face of shrinking profit margins, talent shortages, and scarce resources. One of the major challenges of the adoption and implementation of KM is the lack of understanding of its theories, concepts, and practices [116]. These challengesare ascribed to failure factors that comprise the lack of a comprehensive definition, experiential knowledge, recognized theories, and conceptual framework of KM [117].…”

Section: Challenges Of Kmmentioning

confidence: 99%

“…According to Selamat and Ahmad [116], many organisations are unaware of the factors that influence KM and its effects on employee performance. The inability to identify these factors and their effects employees' beliefs, goals, commitment, and performance present challenges for organisations.…”

Section: Challenges Of Kmmentioning

confidence: 99%

Evaluation of the Conceptual Theories, Elements, and Processes of Knowledge Management in Modern Day Organisations

Cletus¹

2019

HOLISTICA – Journal of Business and Public Administration

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The objective of this paper is to evaluate the conceptual theories, elements, strategies along with the prospects and challenges of knowledge management (KM). The findings indicated that KM is a complex yet important process that requires organisations to create, process, disseminate and apply of knowledge. The findings also revealed knowledge is one of the most valuable resources of any organization. Therefore, effective KM is critical to the growth, performance, and survival of organisations. Furthermore, the many definitions of KM serve as a theoretical framework and empirical basis for multidisciplinary applications and prospects for organisations. Furthermore, the proper adoption and implementation of KM provides a systematic management approach for organisations to create, store, disseminate and apply knowledge critical to organizational performance and decision-making processes. Furthermore, KM can minimize the time, operational costs and material losses during product design, lifecycle, and quality assurance. Despite its merits, KM has numerous challenges. Most notable is the lack of an acceptable definition and understanding of KM concepts and practices. This can result in poor adoption and implementation thereby affecting sustainable organisational growth and development. Therefore, the paper concludes that KM adoption and implementation is critical to organisational goals, growth and performance.

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Linking leadership styles to customer satisfaction of Palestinian insurance sector: Mediating role of employees’ performance

Cited by 14 publications

References 36 publications

Mediator Analysis of Job Satisfaction: Relationship between Servant Leadership and Employee Engagement

Mediator Analysis of Job Satisfaction: Relationship between Servant Leadership and Employee Engagement

Relationship between Servant Leadership in Organizational Culture, Organizational Commitment, Organizational Citizenship Behaviour and Customer Satisfaction

Evaluation of the Conceptual Theories, Elements, and Processes of Knowledge Management in Modern Day Organisations

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