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Direct linkLiao, Hui; Chuang, Aichia – Journal of Applied Psychology, 2007
This longitudinal field study integrates the theories of transformational leadership (TFL) and relationship marketing to examine how TFL influences employee service performance and customer relationship outcomes by transforming both (at the micro level) the service employees' attitudes and (at the macro level) the work unit's service climate.…
Descriptors: Employees, Self Efficacy, Transformational Leadership, Leadership
