Browsing by Subject "Leadership"

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Führung im Dienstleistungskontext : eine Betrachtung aus Unternehmens-, Mitarbeiter- und Kundenperspektive
(2018) Popp, Marion Claudia Helma; Hadwich, Karsten
In the past few years rapid technological development has fundamentally changed the interaction between companies and customers. Many existing companies used this technological progress as an opportunity to strategically realign their organization and reposition themselves in the market. As part of this development, companies increasingly focused on providing (high quality) services as a strategic opportunity to remain competitive in the future. Yet, in order to successfully provide services, organizations need to anchor and continuously demonstrate a "service orientation". Thereby, leadership represents an essential and vital practice to establish and maintain a service orientation within an organization. However, despite the high relevance of the topic for both research and corporate practice, research gaps in the area of leadership in the service context were identified, which are addressed in this thesis. Specifically, three research gaps – from the company, employee and customer perspective – are discussed. Overall, the aim of this thesis is to contribute to the scientific as well as practical knowledge of leadership in a service context by means of a holistic view. The thesis is divided into five chapters. In Chapter 1, the relevance of the topic and a theoretical foundation is presented. Chapter 2 tests the applicability of selected leadership styles for the service transformation process. Therefore, the leadership requirements of the service transformation process are presented, whereupon selected leadership styles are evaluated with regard to the identified requirements of the service transformation process. Chapter 3 covers the conceptualization and operationalization of service-oriented leadership from an employee’s perspective. Performing a scale development process, it is identified that service-oriented leadership manifests in five behavioral characteristics. The developed measurement model is then further validated and empirically verified by additional investigations. Chapter 4 deals with leadership in customer contact from a customer’s perspective. The subject of the chapter is the empirical investigation of the effect of employees’ interaction behavior in different service situations, aiming to identify the employees interaction behavior that promises success for a specific situation. Chapter 5 demonstrates the conclusion of the thesis, whereby the key insights from the company, employee and customer perspective are presented and overarching insights and implications for research and corporate practice are listed. Overall, the work thus provides essential insights into leadership in the service context from a corporate, employee and customer perspective, from which further relevant research needs as well as implications for corporate practice can be derived.
The effect of leader and follower personality on work processes : analysing the influence of humility and narcissism
(2018) Helfrich, Hannah; Steidle, Anna
In the past few years, the interest in the constructs of humility and narcissism has been increasing because of unhumble manager behaviour and the appearance of Donald Trump. Consequently, researchers have been investigating the influence of leader’s and followers’ humility and narcissism in the work context. Nevertheless, previous research used self-reports of humility and did not consider facets of narcissism, thus presenting drawbacks of earlier studies. Keeping this in mind, the dissertation focuses on these two personality traits and examines their effect on the leader-follower interaction and follower performance. The leader-follower interaction is assessed by the leadership behaviour perceived by the followers and relationship conflict between the leader and the follower. With regard to follower performance, the focus is on followers’ extra-role behaviour including follower voice behaviour and Organizational Citizenship Behaviour (OCB). In Chapter 2, the influence of leader’s implicit humility on leadership behaviour is investigated. The humility measurement paradox describes that humble people do not indicate their humbleness when asked directly and vice versa. Therefore, an Implicit Association Test (IAT) of humility is developed to assess a leader’s true humility. The results from a multi-source multi-wave field study with 250 leader-follower dyads show that implicit leader humility predicts humble leadership behaviour, abusive supervision and followers’ trust in leader, whereas explicit (i.e., self-reported) humility does not. These findings show that measurement aspects are of critical importance when assessing personality characteristics such as humility that might be prone to socially desirable responding. Therefore, the use of an IAT of humility might present a solution to the humility measurement paradox by avoiding problems associated with the use of explicit measures of humility. The results also suggest that genuine humility is a valuable personality trait of a leader. Personality traits such as extraversion and dominance have been associated with an effective leader in the past. These findings, however, point to the leader’s humility as a valuable trait of a leader. Chapter 3 focuses on follower narcissism and its influence on follower empowerment and follower voice behaviour, which describes the expression of constructive challenge in order to improve rather than to criticise. Based on the Narcissistic Admiration and Rivalry Concept, two facets of narcissism are assessed. Narcissistic rivalry represents the dark side of narcissism. Contrary to that, narcissistic admiration describes the bright side of narcissism. In a multi-source multi-wave field study with 268 leader-follower dyads, follower narcissistic rivalry negatively influences follower empowerment and in turn voice, whereas narcissistic admiration has a positive effect. Moreover, two moderators, leaders’ implicit followership theories and followers’ promotion focus are examined. When leaders have a positive view towards their followers and think that their followers are in general productive and loyal, the negative effect of follower narcissistic rivalry on empowerment is attenuated. Similarly, this effect is also damped when the follower has a high promotion focus. The analysis of follower narcissism reveals that a sophisticated point of view is necessary when investigating the influence of follower narcissism on work outcomes. The results show that narcissism should not be considered globally. Instead, the differentiation of facets seems reasonable to identify both negative and positive effects of narcissism that are present. Chapter 4 deals with the question what might happen if both leaders and followers are high on narcissism. Again, different facets of narcissism are considered. The interaction of leader and follower narcissism is considered in the prediction of relationship conflict and OCB, which is a behaviour beneficial for an organization and not explicitly described in the formal job description. In a multi-source field study with 104 leader-follower dyads, follower narcissistic rivalry positively predicts relationship conflict and in turn negatively affects OCB, whereas follower narcissistic admiration did not lead to conflict and OCB. The Narcissistic Leaders and Dominance Complementarity Model (Grijalva & Harms, 2014) argues that submissive followers are on good terms with narcissistic (dominant) leaders. Based on this complementarity, it was suggested that narcissistic followers should not get along with their narcissistic leaders when both of them are high on narcissistic rivalry. The results showed that if both leader and follower are high on narcissistic rivalry, relationship conflict is strengthened. Other combinations of leaders’ and followers’ narcissistic facets do not enhance relationship conflict.
The human side of digital transformation : understanding the changing role of employees and leaders
(2021) Krehl, Eva-Helen; Büttgen, Marion
In the last few years, digital transformation forced organizations to integrate digital technology into different business areas. While many companies undergoing a digital transformation focus on the technology-side, the more successful approach to tackle digital transformation is focusing on the people who make things work (Berlin, 2018; Kane, 2019). Digital transformation has tremendously changed the way people live and work (Larson & DeChurch, 2020). Employees are augmented or substituted by technology (Breidbach & Maglio, 2016; Breidbach et al., 2018; Huang & Rust, 2018) and hence, employee roles are changing, and new skills are required (Bowen, 2016). Moreover, leader roles are changing in the light of digital transformation (Larson & DeChurch, 2020; Schallmo et al., 2017). They find themselves confronted with challenging and complex situations, such as introducing a new agile mindset (Kane, 2019). In addition to the outlined challenges for employees and leaders, digital transformation was accelerated in 2020 by the COVID-19 pandemic. Employees and leaders were required to work from home to follow social distancing restrictions (Brynjolfsson et al., 2020). Suddenly, new daily routines such as the intense use of digital tools while working from home were established (Criscuolo et al., 2020). In their roles as pioneers, motivators, and mentors, leaders have a particularly decisive function during the pandemic (Bartsch et al., 2020). In sum, the challenges of digital transformation and the COVID-19 pandemic can be described as a volatile, uncertain, complex, and ambiguous environment, also referred to as VUCA world (Bennett & Lemoine, 2014). It is important to understand the required roles and skill set for employees and leaders acting in a VUCA world, to be able to improve skills by training or learning on the job (Peterson et al., 2001). However, existing research regarding the human side of digital transformation accelerated by a global pandemic and the changing roles of employees and leaders is stretched to their limits. Thus, this dissertation focusses on employees and leaders as key factors for a successful digital transformation (Kane, 2019), by answering the following research questions: (1) How do digital transformation and new technologies transform service employee and leadership roles? (2) What specific skills are required for service employees in technology-based service encounters? (3) What are appropriate leadership behaviors in the context of digital transformation? (4) Which leadership practices do leaders perform from home during the COVID-19 pandemic? (5) How can leaders be effective working remotely with the aid of digital tools during the COVID-19 pandemic? By answering the research questions, this thesis advances research on the human side of digital transformation in four important points. First, this research extends our understanding on the human side of digital transformation by focusing on the changing roles, skills and practices of employees and leaders in the light of a (crisis-induced) digital transformation. Second, this thesis contributes to our understanding of how technology is changing employees’ roles in the service encounter. Specifically, this thesis explores which particular skills service employees need to perform in the technology-based service encounter. Hence, a skill-based framework for frontline service employees is presented. Third, this thesis contributes to leadership research by providing a deeper understanding of leadership challenges resulting from digital transformation. Moreover, this thesis presents insights into digital leadership roles appropriate to the leadership challenges associated with digital transformation, including a measurement scale for the identified leadership roles. Fourth, this thesis contributes to existing virtual and crisis leadership literature. Existing findings are supplemented by demonstrating the suitability of video conferences to make up for face-to-face communication when leading from home. In addition, this thesis reveals several drivers and barriers with positive and negative impacts on leadership effectiveness when coping with crisis-specific challenges. Following an introduction (chapter 1), this thesis is divided into three main chapters with a concluding overarching discussion (chapter 5). Chapter 2 examines employee roles and skills in technology-based service encounters, Chapter 3 includes the conceptualization of a Digital Transformation Leadership Framework, and Chapter 4 explores the daily experience of leaders aiming to lead effectively while using digital tools and working remotely during the COVID-19 pandemic. Since the global pandemic has pushed organizations to change current practices and embrace digital solutions while creating hybrid collaboration models, this research might encourage further research on the human side of digital transformation.