Impact of Leader Member Exchange on Customer Service Experience

Leader Member Exchange being, an emergent leadership theory has found valuable applications across all sectors of any economy. Organizations whether manufacturing or services find LMX as of strategic significance for beating competition, meeting organizational goals, objectives, employee satisfaction, and consumer loyalty. Leader Member Exchange theory has been associated with various employee job attitudes like engagement, involvement, satisfaction, and commitment etc., in recent past. However, no research study has been conducted to study the influence of Leader Member Exchange on customers' service experience. This study is conducted in several services setting like insurance and banking operating in the state of Jammu and Kashmir, the northern most part of India to plug the given research gap. Besides, several major findings and limitations, the study also highlights the need and ways of promoting LMX at work place to fosterservice quality experience, so vital for service firm's performance.