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An empirical study of transformational leadership, team performance and service quality in retail banks

机译：零售银行变革型领导，团队绩效和服务质量的实证研究

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摘要

The discipline of operations management (OM) has long been offering differing quantitative techniques for improving the efficiency of banking operations. However, there has been a trend in recent years that operations and services of the banking industry are becoming more diverse and unstructured, rendering many traditional OM quantitative techniques less effective in performance improvement. By integrating the literature on banking operations, service quality, leadership style and work teams, we argue that leadership style and team performance are crucial concerns determining the service quality performance of today's banking operations in a team setting. Using data collected from 192 employees from 32 operational teams (a leader and five members in each team) in 15 retail banks in Macau, China, we investigated whether the five dimensions of transformational leadership have an impact on team performance with respect to team cohesion, team leader job satisfaction and team competence; and whether the dimensions of team performance have an impact on such service quality dimensions as reliability and responsiveness. We found that one of the dimensions of transformational leadership and two of the dimensions of team performance have a significant impact on service quality. We discuss the implications of the findings for research and practise.
机译：运营管理（OM）学科长期以来一直提供不同的量化技术来提高银行运营效率。但是，近年来，存在一种趋势，即银行业的运营和服务变得越来越多样化和越来越无组织，这使得许多传统的OM量化技术在改善绩效方面的效果不佳。通过整合有关银行业务，服务质量，领导风格和工作团队的文献，我们认为领导风格和团队绩效是决定团队中当今银行业务的服务质量绩效的关键问题。利用中国澳门15家零售银行的32个运营团队（一个领导者和每个团队中的五个成员）的192名员工所收集的数据，我们调查了变革型领导力的五个维度是否对团队凝聚力，团队绩效有影响，团队负责人的工作满意度和团队能力；团队绩效的维度是否会影响诸如可靠性和响应性之类的服务质量维度。我们发现，变革型领导的一个维度和团队绩效的两个维度对服务质量有重大影响。我们讨论研究结果对研究和实践的意义。

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  • 来源
    《Omega》 |2011年第6期|p.690-701|共12页
  • 作者

    Peter K.C. Lee; T.C. Edwin Cheng; Andy C.L Yeung; Kee-hung Lai;

  • 作者单位

    Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Hong Horn, Kowloon, Hong Kong;

    Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Hong Horn, Kowloon, Hong Kong;

    Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Hong Horn, Kowloon, Hong Kong;

    Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Hong Horn, Kowloon, Hong Kong;

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  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    operations management; banking; management; statistics;

    机译：运营管理;银行;管理;统计;

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