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Effects of Contemporary Leadership S...

Melvin, Lateef.

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Effects of Contemporary Leadership Styles and Employee Engagement on Customer Satisfaction: A Quantitative Study.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Effects of Contemporary Leadership Styles and Employee Engagement on Customer Satisfaction: A Quantitative Study./
Author:	Melvin, Lateef.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2020,
Description:	107 p.
Notes:	Source: Dissertations Abstracts International, Volume: 82-01, Section: A.
Contained By:	Dissertations Abstracts International82-01A.
Subject:	Management. -
Online resource:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=28027409
ISBN:	9798662470866

Effects of Contemporary Leadership Styles and Employee Engagement on Customer Satisfaction: A Quantitative Study.
Melvin, Lateef.

Effects of Contemporary Leadership Styles and Employee Engagement on Customer Satisfaction: A Quantitative Study. - Ann Arbor : ProQuest Dissertations & Theses, 2020 - 107 p.

Source: Dissertations Abstracts International, Volume: 82-01, Section: A.

Thesis (D.M.)--University of Phoenix, 2020.

This item must not be sold to any third party vendors.

Competition within the retail grocery industry has reached an all time high. Organizations looking to differentiate themselves from rivals are focusing on improved customer satisfaction. This quantitative research study investigated how customer satisfaction was related to contemporary leadership styles and employee engagement. Transactional leadership theory, transformational leadership theory and charismatic leadership theory were used as the theoretical framework of the study. Regression analyses were conducted to determine the effect of contemporary leadership styles on employee engagement in addition to determining the extent of the relationship existing with customer satisfaction. 52 salaried managers and hourly department managers completed the Multifactor Leadership Questionnaire (MLQ) indicating the perceived leadership style within the organization. The relationship between contemporary leadership styles and employee engagement was evaluated as predictors of customer satisfaction using multiple regression analysis. The results of the study indicated both transactional leadership and transformational leadership positively impacted or increased employee engagement; however, transformational leadership proved to be a significantly higher predictor of employee engagement. Additionally, the combination of contemporary leadership styles and employee engagement was recognized to be a valid predictor of customer satisfaction. Suggestions for positive industry changes include contemporary leadership training intending to improve employee engagement with the goal being improved customer satisfaction.

ISBN: 9798662470866Subjects--Topical Terms:

516664
Management.
Subjects--Index Terms:

Customer Satisfaction

Effects of Contemporary Leadership Styles and Employee Engagement on Customer Satisfaction: A Quantitative Study.
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500 $a Source: Dissertations Abstracts International, Volume: 82-01, Section: A.
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520 $a Competition within the retail grocery industry has reached an all time high. Organizations looking to differentiate themselves from rivals are focusing on improved customer satisfaction. This quantitative research study investigated how customer satisfaction was related to contemporary leadership styles and employee engagement. Transactional leadership theory, transformational leadership theory and charismatic leadership theory were used as the theoretical framework of the study. Regression analyses were conducted to determine the effect of contemporary leadership styles on employee engagement in addition to determining the extent of the relationship existing with customer satisfaction. 52 salaried managers and hourly department managers completed the Multifactor Leadership Questionnaire (MLQ) indicating the perceived leadership style within the organization. The relationship between contemporary leadership styles and employee engagement was evaluated as predictors of customer satisfaction using multiple regression analysis. The results of the study indicated both transactional leadership and transformational leadership positively impacted or increased employee engagement; however, transformational leadership proved to be a significantly higher predictor of employee engagement. Additionally, the combination of contemporary leadership styles and employee engagement was recognized to be a valid predictor of customer satisfaction. Suggestions for positive industry changes include contemporary leadership training intending to improve employee engagement with the goal being improved customer satisfaction.
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