An empirical study of transformational leadership, team performance and service quality in retail banks

An empirical study of transformational leadership, team performance and service quality in retail banks

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Article ID: iaor20114417
Volume: 39
Issue: 6
Start Page Number: 690
End Page Number: 701
Publication Date: Dec 2011
Journal: Omega
Authors: , , ,
Keywords: finance & banking
Abstract:

Aim: How transformational leadership and team performance impact service quality. Data: Surveyed 192 employees of 32 operational banking teams. Finding: Intellectual stimulation impacts service quality through team performance. Conclusion: Intellectual stimulation is the most important leadership dimension.

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