Linking Transformational Leadership and Customer Satisfaction: The Mediation of Team Conflict and Team Cohesion

23 Pages Posted: 1 Jul 2012

Date Written: June 15, 2012

Abstract

This study investigated the relationship between transformational leadership and customer satisfaction, mediated by task conflict and team cohesion. We used a sample of 319 retail branches from a Belgian bank and scores from 16,459 customers regarding the quality of service provided. Our research model was confirmed using Confirmatory Factor Analyses. Further we found evidence for the mediation of team conflict between transformational leadership and customer satisfaction. However, the hypothesis that team cohesion mediates the relationship between transformational leadership and customer satisfaction was not confirmed. Strengths, limitations and future research are discussed.

Keywords: customer satisfaction, transformational leadership, team conflict, team cohesion

Suggested Citation

Besieux, Tijs and Euwema, Martin and Vander Elst, Tinne, Linking Transformational Leadership and Customer Satisfaction: The Mediation of Team Conflict and Team Cohesion (June 15, 2012). Intl. Association for Conflict Management, IACM 25th Annual Conference. Available at SSRN: https://ssrn.com/abstract=2084851 or http://dx.doi.org/10.2139/ssrn.2084851

Tijs Besieux (Contact Author)

Independent ( email )

No Address Available

Martin Euwema

KU Leuven ( email )

Oude Markt 13
Leuven, Vlaams-Brabant 3000
Belgium

Tinne Vander Elst

KU Leuven ( email )

Oude Markt 13
Leuven, Vlaams-Brabant 3000
Belgium

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