What is it about?
This study demonstrates that when leaders are inspiring and supportive, service employees feel more satisfied, manage their emotions more effectively, and perform better—ultimately leading to happier customers. This effect is even stronger for employees who tend to feel more negative.
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Why is it important?
Some service employees find it hard to show positive emotions. Rather than replacing them, companies should train supportive, transformational leaders who listen and encourage these workers. This helps employees perform better and improves customer satisfaction.
Read the Original
This page is a summary of: Transformational leadership and customer service: A moderated mediation model of negative affectivity and emotion regulation, European Journal of Work and Organizational Psychology, June 2011, Taylor & Francis,
DOI: 10.1080/1359432x.2010.532911.
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