A Search for Missing Links: Specifying the Relationship Between Leader-Member Exchange Differentiation and Service Climate

dc.contributor.author Mengüç, Bülent
dc.contributor.author Bowen, David E.
dc.contributor.author Aysuna, Ceyda
dc.contributor.author Mengüç, Bülent
dc.contributor.other Business Administration
dc.date.accessioned 2019-06-27T08:01:43Z
dc.date.available 2019-06-27T08:01:43Z
dc.date.issued 2016
dc.department Fakülteler, İşletme Fakültesi, İşletme Bölümü en_US
dc.description.abstract We search for missing links in how the different social exchange relationships employees have with supervisors (i.e. leader-member exchange [LMX] differentiation) affect their unit service climate perceptions. Drawing on a social comparison perspective we propose a model in which the different relationships service employees establish with supervisors negatively impact unit service climate through elevated unit relationship conflict. We further suggest that unit relationship conflict plays a mediating role as customer variability increases. Using data from head nurse-nurse relationships in 56 units of two major hospitals our findings support the proposed linkages as well as reveal that employee perceptions of customer variability strengthen the troublesome positive link between LMX differentiation and unit relationship conflict. The results also indicate that unit relationship conflict mediates the relationship between LMX differentiation and unit service climate when customer variability is high but not low. Our results paint a more nuanced picture of the missing link in the leadership-climate interface by studying the dark side of leadership a perspective that has yet to receive much scholarly attention. Findings reveal that managers who desire to keep relationship conflict in check need to keep LMX differentiation to a minimum especially when customer variability is high compared to low. en_US]
dc.identifier.citationcount 16
dc.identifier.doi 10.1177/1094670516648385 en_US
dc.identifier.endpage 275
dc.identifier.issn 1094-6705 en_US
dc.identifier.issn 1552-7379 en_US
dc.identifier.issn 1094-6705
dc.identifier.issn 1552-7379
dc.identifier.issue 3
dc.identifier.scopus 2-s2.0-84976407443 en_US
dc.identifier.scopusquality Q1
dc.identifier.startpage 260 en_US
dc.identifier.uri https://hdl.handle.net/20.500.12469/453
dc.identifier.volume 19 en_US
dc.identifier.wos WOS:000379515900002 en_US
dc.identifier.wosquality Q1
dc.institutionauthor Mengüç, Bülent en_US
dc.language.iso en en_US
dc.publisher Sage Publications Inc en_US
dc.relation.journal Journal of Service Research en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/openAccess en_US
dc.scopus.citedbyCount 17
dc.subject Service climate en_US
dc.subject Leader-member exchange differentiation en_US
dc.subject Social comparison perspective en_US
dc.subject Customer variability en_US
dc.subject Relationship conflict en_US
dc.title A Search for Missing Links: Specifying the Relationship Between Leader-Member Exchange Differentiation and Service Climate en_US
dc.type Article en_US
dc.wos.citedbyCount 16
dspace.entity.type Publication
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