The Relationship of Leader-member Exchange, Quality and Profitability in High-contact Service Industries: A Research Agenda
The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the soft side of operations management, that is the influences of employer-employee relationship and/or employee attributes on these performance dimensions, have rarely been examined. In this study we propose a model to investigate the impact of leader-member exchange (LMX) between employer and employee on operational performance and firm profitability in high-contact service industries and the contextual factors influencing this relationship. We suggest researchers conduct a large-scale empirical study with a wide range of high-contact, small service firms. To capture the constructs the best, researchers should collect triadic data from service employees, customers and firm. The type of studies will offer important academic and managerial implications. It will link LMX to operational and firm performance simultaneously using triadic data from employees, customers, and firm of high-contact service firms. Unlike the traditional operations management, LMX represents alternative means of improving service quality and customer satisfaction. This type of studies will also suggest a means for service firms to enhance business performance through strengthening the management of LMX.
leader-member exchange service quality customer satisfaction firm profitability
Rachel W.Y.Yee Andy C.L.Yeung T.C.Edwin Cheng
Institute of Textiles and Clothing,The Hong Kong Polytechnic University, Hung Hom, Hong Kong Department of Logistics and Maritime Studies The Hong Kong Polytechnic University, Hung Hom, Hong Ko
国际会议
香港·广州
英文
624-629
2010-07-25（万方平台首次上网日期，不代表论文的发表时间）