This study examines the effects of servant leadership and service technology on frontline bank employees’ turnover intentions, mediated by job satisfaction and organizational commitment. A conceptual framework is developed based on the tenets of the resource-based view of the firm and the self-determination theory to test the hypothesized relationships. Frontline employees of a bank serve as the study setting. The results indicate that servant leadership and service technology affect employees’ turnover intentions through job satisfaction and organizational commitment where servant leadership plays a stronger role. We discuss the implications of our findings and offer future research avenues.

This study examines the effects of customer orientation and servant leadership on frontline employees' burnout and, subsequently, on their turnover intentions. Also investigated in the study is the intervening role of person-job fit in the process. Data collected from 530 frontline bank employees in New Zealand serve as the study setting. Results show that both customer orientation and servant leadership significantly reduce burnout and ultimately turnover intentions. Results also show that person-job fit mediates the influences of customer orientation and servant leadership on burnout and turnover intentions. Implications of the results are discussed and future research avenues are offered.

Despite a great deal of interest in leadership as a field of study, little research has been conducted on what followers want from their leaders. Furthermore, the relationship between follower ethnicity and their view on leadership has been largely neglected. This study therefore sought to investigate how followers perceive effective leadership and, therefore, what they expect from good leaders. The study also sought to investigate what influence, if any, a follower’s ethnicity has on their understanding of effective leadership. The study adopted a qualitative, phenomenological methodological approach to address the research purposes. Semi structured interviews were conducted with a sample of seven black South African undergraduate students in Gauteng. This sample was selected to avoid including individuals who may have had formal exposure to leadership theory or significant experience as leaders in organizations. The discussions were recorded and transcribed, before being captured in Atlas.ti. Thematic coding was carried out to analyse the data. The findings of the study showed that respondents valued follower-centric leadership, with a particular emphasis on leaders listening to followers. Other good leadership behaviours highlighted by respondents included communication and values. Respondents indicated that their views on leadership were influenced by their cultures. It was not possible to isolate the influence of a specific ethnic identity on perceptions of leadership because respondents were able to identify with more than one ethnic identity, referred to as biculturalism. Biculturalism tended to occur as a result of a respondent having parents from different ethnicities, growing up in a multi-ethnic township or exposure through multicultural institutions such as schools and churches. / Dissertation (MCom)--University of Pretoria, 2013. / Human Resource Management / unrestricted

The high employee turnover rate in the U.S. restaurant industry constitutes a major expense for restaurants. The research problem for this study was to determine if restaurant employees' perceptions of their supervisor's servant leadership practices were associated with the employees' organizational commitment and perceived organizational support, which have been shown to reduce turnover. Greenleaf's servant leadership theory provided the theoretical framework. The research question for this study was whether restaurant employees' perceptions of their supervisor's servant leadership practices were associated with the employees' organizational commitment and perceived organizational support, thereby potentially reducing employees' turnover rate. A purposive sample of 88 nonsupervisory employees of several South Florida casual dining restaurants completed a demographic questionnaire, short forms of the Servant Leadership Scale and Survey of Perceived Organizational Support, and the Organizational Commitment Scale. Correlation analysis was used to determine any significant (p < 0.5) relationships between the independent and dependent variables. The study correlation results suggested that instituting a servant leadership approach may enable casual dining restaurants to raise their nonsupervisory employees' organizational commitment and perceived perception of organizational support, thereby possibly retaining them longer. The findings have implications for social change because they may motivate casual dining restaurants to institute servant leadership, thereby potentially increasing the well-being and job satisfaction of their employees and the service experience of their customers.

Even though millions of Americans attend church, church worship practices have declined in recent years. Also, church leaders lack understanding of transformational, transactional, laissez-faire, and servant leadership styles and their potential to promote the growth of church membership. Gaps exist in the literature regarding the connection between development and efficacy, organizations and outcomes, and church leaders' styles and church membership growth. The purpose of this qualitative case study was to explore the perception of church leaders (pastors, deacons, ministers) and members of congregations regarding leadership styles and how the implementation of those styles influences the growth of church membership. The conceptual framework of this study was Bass's full-range leadership theory and Greenleaf's servant leadership theory. The data collection methods were semistructured, face-to-face interviews with 40 church leaders and members of 4 congregations, a focus group interview with 5 of those participants, and review of church documents. Transcript review and triangulation increased the credibility and trustworthiness of the data. Thematic analysis was used in data analysis. Data analysis yielded 12 themes: ideal church leadership styles, church leadership management, church leadership motivation, leadership that ensures church growth, effective leadership communication, leadership practices, developing leaders, perceptions of leadership, church attendance growth and decline rates, leaders' roles, church administrator's handbook, and vision and mission statements. The findings of this research may influence social change for leaders of Pentecostal churches who function as leadership mentors and believers within their church environment.

Managing interpersonal conflict between employees and their supervisors continues to be a challenge for all employees. Researchers have studied how leadership styles relate to conflict management in organizations, but little is known about how servant leadership relates to conflict management in the workplace. Servant leadership is a management style in which one motivates his or her employees by serving them. The purpose of this dissertation was to investigate how 7 servant leadership dimensions exhibited by supervisors correlated with 5 conflict management styles used by employees when employees had a conflict with their supervisor. A web-based survey invitation was shared with social service employees in 1 social service organization, an online participant recruitment service, and several social service-related groups on LinkedIn, and resulted in a sample of 230 participants. Stepwise multiple regression analysis was used to determine if a predictive relationship existed between the servant leadership dimensions, measured by the Servant Leadership Scale, and helpful and unhelpful conflict management styles, measured by the Rahim Organizational Conflict Inventory-II. Servant leadership exhibited by supervisors correlated positively with both helpful and unhelpful conflict management styles used by employees. Findings from this dissertation can facilitate social change by helping supervisors learn how their actions impact their staff members' preferred conflict management styles. Specifically, supervisors can modify their leadership styles to encourage staff members to use the integrating conflict management style when disagreements arise between them and their staff members.

There is a paucity of occupational therapy literature related to the professional development process that occurs when students participate in immersive, international servant leadership experiences in developing countries. A scarcity of literature exists on how such culturally rich experiences can influence the development of the participating students’ dispositional critical thinking and cultural competency skill sets. This mixed methods study depicts how a 3-week servant leadership experience in Zambia, Africa, measured the acquisition of dispositional critical thinking and cultural competency skill sets in novice to experienced occupational therapy students. Moreover, this study infuses a constructivist grounded theory approach to uncover a holistic understanding of the professional development process that occurred for the participating students over a 3-week immersion experience in Zambia. This study highlights how a hands-on servant leadership experience in Zambia contributed to the acquisition of professional development and problem-solving skills and cultural responsiveness for students who were trained in westernized health care practices. The participants demonstrated statistically significant increases in their critical thinking skills with medium effect sizes in truth-seeking, inquisitiveness, analyticity, systematicity, confidence, and maturity of judgment. In addition, the participants demonstrated statistically significant increases in cultural competency skills with medium to very large effect sizes in cultural awareness, cultural knowledge, cultural skills, cultural encounters, and cultural desires. The qualitative strand of the study revealed the professional growth of the students during the experience through the themes that emerged: “resilient occupational therapy lens” and “empowered occupational therapy students.” Furthermore, this mixed methods study provides a Servant Leadership Professional Development Model to illustrate the transformational professional development process that students underwent that is supported by the mixed methods data findings.

No description available.

No description available.

No description available.