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Aligning employee service recovery performance with brand values: The role of brand-specific leadership

Punjaisri, K., Evanschitzky, H.b, Rudd, J.b (2013) Aligning employee service recovery performance with brand values: The role of brand-specific leadership. Journal of Marketing Management, 29 (9-10). pp. 981-1006. ISSN 0267-257X. E-ISSN 1472-1376. (doi:10.1080/0267257X.2013.803144) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
http://dx.doi.org/10.1080/0267257X.2013.803144

Abstract

This study investigates the effects of brand-specific leadership on employees' brand-aligned service recovery performance (SRP). In order to do so, we empirically test a conceptual model of relationships between brand-specific transformational leadership (TFL) and transactional leadership (TRL), trust in leader and in corporate brand, brand identification, and SRP from employees' perspectives. It is the first study to incorporate trust in corporate brand into the framework. Results from a study of 246 customer-contact employees show that brand-specific TFL has a positive impact on all variables studied, while brand-specific TRL is ineffective in fostering brand-building behaviours. More specifically, brand-specific TFL's effects on employee SRP are mediated by trust in the leader, trust in the corporate brand, and brand identification. Implications and future research directions are discussed. © 2013 Copyright Taylor & Francis.

Item Type: Article
DOI/Identification number: 10.1080/0267257X.2013.803144
Uncontrolled keywords: identification; leadership; service recovery; structural equation modelling; trust
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculties > Social Sciences > Kent Business School > Marketing
Depositing User: Khanyapuss Punjaisri
Date Deposited: 10 Apr 2017 08:46 UTC
Last Modified: 01 Aug 2019 10:41 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/61289 (The current URI for this page, for reference purposes)
Punjaisri, K.: https://orcid.org/0000-0003-0129-2554
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