Relative Effects of Leadership and Technology on Bank Employees’ Job Outcomes
Document Type
Article
Publication Date
4-3-2015
Description
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.
Citation Information
Yavas, Ugur; Jha, Subhash; and Babakus, Emin. 2015. Relative Effects of Leadership and Technology on Bank Employees’ Job Outcomes. Services Marketing Quarterly. Vol.36(2). 173-187. https://doi.org/10.1080/15332969.2015.1014241 ISSN: 1533-2969
