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Ahmed, Owais
- Perceived Organizational Support and Employee Citizenship Behaviors an Intermediating Variable between LMX and Service Performance
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Authors
Affiliations
1 The Business School, University of Kashmir, Srinagar, IN
2 I. K. Gujral Punjab Technical University, Jalandhar, Punjab, 144603, IN
1 The Business School, University of Kashmir, Srinagar, IN
2 I. K. Gujral Punjab Technical University, Jalandhar, Punjab, 144603, IN
Source
Asian Journal of Management, Vol 7, No 1 (2016), Pagination: 27-35Abstract
Leader Member Exchange theory believes that leaders from different relationships with different members ranging from high quality to low quality. High quality relationships exist with in-group members and are characterized by mutual trust, respect, and responsibility while as low quality exist with out-group members and are restricted to economic exchanges, formal job requirements. LMX has been in significant relationship with various job attitudes like employee satisfaction, involvement, engagement across different service sectors like health, hospitality. However, exploration of LMX in service sectors like insurance, banking and postal is rare in LMX literature. Therefore, the current study would study LMX in relation with perceived organizational support, Organizational Citizenship Behavior and service performance of employees across banking, insurance and postal service sectors of the State of Jammu and Kashmir. The Survey method with structured questionnaires and interviews are used as techniques of data collection. A sample size of 100 respondents representing middle management, frontline staff, lower level employees and customers were part of the study. Data was analyzed using data analysis tool SPSS. Techniques like descriptive statistics and multiple regression analysis were used to analyze and interpret data and results. The statistical coefficients revealed significant and positive relationship between LMX and POS; LMX and OCB; LMX and Service Performance; POS and Service Performance and OCB and Service Performance.
Keywords
LMX, POS, OCB and Service Performance.
- Impact of Leader Member Exchange on Customer Service Experience
Abstract Views :206 |
PDF Views:0
Authors
Affiliations
1 The Business School, University of Kashmir, Srinagar, IN
2 Punjab Technical University, Jalandhar, Punjab, 144601, IN
1 The Business School, University of Kashmir, Srinagar, IN
2 Punjab Technical University, Jalandhar, Punjab, 144601, IN
Source
International Journal of Reviews and Research in Social Sciences, Vol 4, No 1 (2016), Pagination: 5-14Abstract
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.Keywords
Leader Member Exchange, Service Quality Perception, Insurance, Banking, India.- Employee Engagement and Relationship Quality Leading Performance
Abstract Views :370 |
PDF Views:0
Authors
Affiliations
1 I. K. Gujral Punjab Technical University, Jalandhar, Punjab, 144603., IN
1 I. K. Gujral Punjab Technical University, Jalandhar, Punjab, 144603., IN
Source
Research Journal of Humanities and Social Sciences, Vol 8, No 4 (2017), Pagination: 387-391Abstract
Job Attitudes and leader member relationship quality enhance individual and organizational outcomes. Organizations seek to increase the frequency of individual outcomes like employee performance. Job attitudes have been a well researched construct in the management literature. However, constructs like employee engagement have received least attention in recent past. The current study, would explore the influence of employee engagement and leader member exchange quality on service performance of employees. The participatory organizations were from insurance, postal and banking sectors, of service economy of Kashmir region, from the state of Jammu and Kashmir. The Survey method was used for data collection purposes, where in data was collected, through combination of structured questionnaires followed by interviews. The sample size of 380 respondents were selected representing middle management, frontline, lower level employees and customers. The data were analyzed using SPSS software package, where in technique like structural equation modelling is utilized to analyze and interpret the given data. The results revealed significant positive relationships between employee engagement and service performance as well as between leader member exchange and service performance.Keywords
Employee Engagement, Leader Member Exchange, Service Performance.References
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