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Examining store manager effects in consumer and staff satisfaction: Evidence from Thailand

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  • Kantabutra, Sooksan

Abstract

Relationships between perceived vision-based leadership, and consumer and staff satisfaction are examined in retail stores in Thailand. Store visions characterized by brevity, clarity, future orientation, stability, challenge, abstractness and ability to inspire and containing reference to sales, consumer, employee and store leadership directly predict enhanced store manager leadership as perceived by staff. Such visions also indirectly predict improved staff satisfaction, while staff’s perceived leadership improves staff satisfaction directly. There is no direct effect from staff satisfaction on consumer satisfaction as normally expected elsewhere. Practical implications and future research directions have been discussed.

Suggested Citation

  • Kantabutra, Sooksan, 2011. "Examining store manager effects in consumer and staff satisfaction: Evidence from Thailand," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 46-57.
    • Handle: RePEc:eee:joreco:v:18:y:2011:i:1:p:46-57
    DOI: 10.1016/j.jretconser.2010.09.010
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    References listed on IDEAS

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    4. Gupta, Vipin & Surie, Gita & Javidan, Mansour & Chhokar, Jagdeep, 2002. "Southern Asia cluster: where the old meets the new?," Journal of World Business, Elsevier, vol. 37(1), pages 16-27, April.
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    Cited by:

    1. Mertens, Willem & Recker, Jan, 2020. "How store managers can empower their teams to engage in constructive deviance: Theory development through a multiple case study," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    2. Sooksan Kantabutra, 2021. "Exploring Relationships among Sustainability Organizational Culture Components at a Leading Asian Industrial Conglomerate," Sustainability, MDPI, vol. 13(4), pages 1-32, February.
    3. Nijsiree Vongariyajit & Sooksan Kantabutra, 2021. "A Test of the Sustainability Vision Theory: Is It Practical?," Sustainability, MDPI, vol. 13(14), pages 1-20, July.

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