How Leaders Motivation Transfers to Customer Service Representatives

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Ressource 1Télécharger: Full_Motivation Spillover Paper.pdf (927.93 [Ko])
Etat: Public
Version: Author's accepted manuscript
Licence: Non spécifiée
ID Serval
serval:BIB_9BE8A547F418
Type
Article: article d'un périodique ou d'un magazine.
Collection
Publications
Titre
How Leaders Motivation Transfers to Customer Service Representatives
Périodique
Journal of Service Research
Auteur⸱e⸱s
Wieseke  J., Kraus  F., Alavi  S., Kessler-Thönes  T.
ISSN
1094-6705
Statut éditorial
Publié
Date de publication
05/2011
Peer-reviewed
Oui
Volume
14
Numéro
2
Pages
214-233
Langue
anglais
Résumé
Motivating customer service representatives (CSRs) to their highest performance levels is a major task of service unit managers. However, previous studies focused on the impact of leader behavior on follower motivation, while the influence of leader motivation on follower motivation has not been investigated yet. Thus, the authors develop and test a multilevel framework for the motivation spillover principle, which holds that the three components of Vroom's motivation theory transfer from managers to CSRs. The authors apply this framework to the context of service technology adoption and test it with a matched multilevel sample of 387 service unit managers, 1,018 CSRs, and objective company records. The results support the notion of a motivation spillover from managers to CSRs, which exists incrementally beyond the direct effect of manager's adoption behavior on CSR's adoption. However, not all motivation components transfer unconditionally but are contingent on charismatic leadership and manager-CSR similarity-a finding that implies for researchers that an undifferentiated view of motivation in multilevel settings might not suffice. For organizations, the findings suggest that managers are important multipliers of motivation and thus organizations should direct their motivation efforts toward middle-level managers, as they might turn into serious roadblocks to CSR motivation.
Mots-clé
motivation, motivation transfer, leader-follower dyad
Web of science
Création de la notice
05/09/2016 12:34
Dernière modification de la notice
20/08/2019 15:02
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