IDEAS home Printed from https://ideas.repec.org/a/eee/jobhdp/v133y2016icp45-58.html
   My bibliography  Save this article

Can peers’ ethical and transformational leadership improve coworkers’ service quality? A latent growth analysis

Author

Listed:
  • Schaubroeck, John M.
  • Lam, Simon S.K.
  • Peng, Ann C.

Abstract

We examined how the leadership styles of individuals designated by management to serve as service quality leaders among their peers were related to changes in peers’ beliefs about new customer service behaviors and, in turn, changes in their behaviors. Both transformational leadership and ethical leadership of peer leaders promoted greater adherence to service quality guidelines for service behaviors and customer service performance through increases in peers’ positive beliefs about engaging in behaviors that adhere to the guidelines. Results showed that the two leadership styles influenced service quality adherence and service performance through two distinct paths. Transformational leadership enhanced peers’ beliefs about the benefits of the service behaviors (i.e., behavioral beliefs). Ethical leadership enhanced beliefs about social expectations for engaging the behaviors (i.e., normative beliefs). We discuss how these findings inform research and theory concerning the role of leadership styles in promoting behavioral change among peers.

Suggested Citation

  • Schaubroeck, John M. & Lam, Simon S.K. & Peng, Ann C., 2016. "Can peers’ ethical and transformational leadership improve coworkers’ service quality? A latent growth analysis," Organizational Behavior and Human Decision Processes, Elsevier, vol. 133(C), pages 45-58.
    • Handle: RePEc:eee:jobhdp:v:133:y:2016:i:c:p:45-58
    DOI: 10.1016/j.obhdp.2016.02.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0749597816300747
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.obhdp.2016.02.002?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Brown, Michael E. & Trevino, Linda K. & Harrison, David A., 2005. "Ethical leadership: A social learning perspective for construct development and testing," Organizational Behavior and Human Decision Processes, Elsevier, vol. 97(2), pages 117-134, July.
    2. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    3. Ya Lan WANG & Tainyi LUOR & Pin LUARN & Hsi-peng LU, 2015. "Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 19(1), pages 34-45.
    4. Lance, Charles E. & Vandenberg, Robert J. & Self, Robin M., 2000. "Latent Growth Models of Individual Change: The Case of Newcomer Adjustment," Organizational Behavior and Human Decision Processes, Elsevier, vol. 83(1), pages 107-140, September.
    5. Westaby, James D., 2005. "Behavioral reasoning theory: Identifying new linkages underlying intentions and behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 98(2), pages 97-120, November.
    6. Thomas M. Jones & Lori Verstegen Ryan, 1997. "The Link Between Ethical Judgment and Action in Organizations: A Moral Approbation Approach," Organization Science, INFORMS, vol. 8(6), pages 663-680, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yadav, Rambalak & Giri, Arunangshu & Chatterjee, Satakshi, 2022. "Understanding the users' motivation and barriers in adopting healthcare apps: A mixed-method approach using behavioral reasoning theory," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    2. Qian, Lixian & Yin, Juelin & Huang, Youlin & Liang, Ya, 2023. "The role of values and ethics in influencing consumers’ intention to use autonomous vehicle hailing services," Technological Forecasting and Social Change, Elsevier, vol. 188(C).
    3. Hajiheydari, Nastaran & Delgosha, Mohammad Soltani & Olya, Hossein, 2021. "Scepticism and resistance to IoMT in healthcare: Application of behavioural reasoning theory with configurational perspective," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    4. Sanghoon Lee & Eunil Park & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance," Sustainability, MDPI, vol. 7(8), pages 1-15, August.
    5. Francesc Miralles & Ferran Giones & Brian Gozun, 2017. "Does direct experience matter? Examining the consequences of current entrepreneurial behavior on entrepreneurial intention," International Entrepreneurship and Management Journal, Springer, vol. 13(3), pages 881-903, September.
    6. S. Hansen & Benjamin Dunford & Alan Boss & R. Boss & Ingo Angermeier, 2011. "Corporate Social Responsibility and the Benefits of Employee Trust: A Cross-Disciplinary Perspective," Journal of Business Ethics, Springer, vol. 102(1), pages 29-45, August.
    7. Elizabeth Kempen & Lorna Christie, 2022. "Designing to Attract in an Emerging Market: Applying Behavioural Reasoning Theory to South African Consumer Reactions to an Ultra-High Temperature Milk Product Line Extension," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 1(14), pages 4-21.
    8. Ying, Shiyi & Huang, Youlin & Qian, Lixian & Song, Jinzhu, 2023. "Privacy paradox for location tracking in mobile social networking apps: The perspectives of behavioral reasoning and regulatory focus," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    9. Robert Steinbauer & Robert Renn & Robert Taylor & Phil Njoroge, 2014. "Ethical Leadership and Followers’ Moral Judgment: The Role of Followers’ Perceived Accountability and Self-leadership," Journal of Business Ethics, Springer, vol. 120(3), pages 381-392, March.
    10. Sarah Zafar & Saeed Badghish & Rana Muhammad Shahid Yaqub & Muhammad Zafar Yaqub, 2023. "The Agency of Consumer Value and Behavioral Reasoning Patterns in Shaping Webrooming Behaviors in Omnichannel Retail Environments," Sustainability, MDPI, vol. 15(20), pages 1-21, October.
    11. Sreen, Naman & Dhir, Amandeep & Talwar, Shalini & Tan, Teck Ming & Alharbi, Fatimah, 2021. "Behavioral reasoning perspectives to brand love toward natural products: Moderating role of environmental concern and household size," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    12. Rebecca Guidice & G. Alder & Steven Phelan, 2009. "Competitive Bluffing: An Examination of a Common Practice and its Relationship with Performance," Journal of Business Ethics, Springer, vol. 87(4), pages 535-553, July.
    13. Laura Petitta & Tahira M. Probst & Claudio Barbaranelli, 2017. "Safety Culture, Moral Disengagement, and Accident Underreporting," Journal of Business Ethics, Springer, vol. 141(3), pages 489-504, March.
    14. Julia Zhang & Randy Chiu & Liqun Wei, 2009. "Decision-Making Process of Internal Whistleblowing Behavior in China: Empirical Evidence and Implications," Journal of Business Ethics, Springer, vol. 88(1), pages 25-41, April.
    15. Muhammad Zeeshan Zafar & Adnan Maqbool & Lucian-Ionel Cioca & Syed Ghulam Meran Shah & Shahjahan Masud, 2021. "Accentuating the Interrelation between Consumer Intention and Healthy Packaged Food Selection during COVID-19: A Case Study of Pakistan," IJERPH, MDPI, vol. 18(6), pages 1-14, March.
    16. Eccarius, Timo & Leung, Abraham & Shen, Chung-Wei & Burke, Matthew & Lu, Chung-Cheng, 2021. "Prospects for shared electric velomobility: Profiling potential adopters at a multi-campus university," Journal of Transport Geography, Elsevier, vol. 96(C).
    17. Lalicic, Lidija & Weismayer, Christian, 2021. "Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents," Journal of Business Research, Elsevier, vol. 129(C), pages 891-901.
    18. S. Duane Hansen & Benjamin B. Dunford & Bradley J. Alge & Christine L. Jackson, 2016. "Corporate Social Responsibility, Ethical Leadership, and Trust Propensity: A Multi-Experience Model of Perceived Ethical Climate," Journal of Business Ethics, Springer, vol. 137(4), pages 649-662, September.
    19. Yang, Feifan & Chu, Rongwei & Cai, Yahua & Chen, Zhijun, 2022. "Breadwinning: Migrant workers’ family motivation in facing life-threatening events and its performance implications," Journal of Business Research, Elsevier, vol. 150(C), pages 491-502.
    20. Arun T. M. & Puneet Kaur & Stefano Bresciani & Amandeep Dhir, 2021. "What drives the adoption and consumption of green hotel products and services? A systematic literature review of past achievement and future promises," Business Strategy and the Environment, Wiley Blackwell, vol. 30(5), pages 2637-2655, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jobhdp:v:133:y:2016:i:c:p:45-58. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/obhdp .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.