A LONGITUDINAL EXAMINATION OF CONCOMITANT CHANGES IN TEAM LEADERSHIP AND CUSTOMER SATISFACTION

• Published in: Personnel psychology Vol. 61; no. 3; pp. 547 - 577
• Main Authors: WALKER, ALAN G., SMITHER, JAMES W., WALDMAN, DAVID A.
• Format: Journal Article
• Language: English
• Published: Malden, USA Blackwell Publishing Inc 01.09.2008; Blackwell Publishing Ltd
• Subjects: Banking; Banking industry; Behavior; Behavior Change; Behavior Modification; Brand loyalty; Competitive advantage; Customer satisfaction; Customer services; Employee management relations; Error of Measurement; Feedback; Intention; Leadership; Leadership Effectiveness; Managers; Organizational Effectiveness; Organizational Objectives; Performance evaluation; Psychometrics; Ratings & rankings; Regional banks; Research Needs; Researchers; Retail banking; Studies; Validity

For each of three 1‐year time periods, we examined the relationship between changes in the team leadership of branch managers (as measured by employee ratings) and concomitant changes in customer satisfaction for branches of a regional bank. Specifically, for the time period 2001–2002, we examined c...