Chapter 7 Leading with a Smile: The Influence of Managers’ Leadership Behavior on the Emotional Experience of Employees and Customers

Abstract

In the early 1980s, the term “new leadership” was used to describe and categorize a number of new approaches to define leadership; one of the most important being transformational leadership. Transformational leadership is presented in the literature as different from transactional leadership. Whereas transactional leadership is defined as an exchange of rewards for compliance, transformational leadership is defined as transforming the values and priorities of followers and motivating them to perform beyond their expectations (Yukl, 1998). Transformational leadership enables followers to transcend their own self-interests for a collective higher purpose, mission, or vision and to exceed performance expectations. Transformational leaders communicate a compelling vision of the future, provide symbols, and make emotional appeals to increase awareness of mutual goals, encourage followers to question traditional ways of doing things; and treat followers differently but equitably on a one-to-one basis (Avolio et al., 1999). Previous research has shown that these transformational behaviors are related to leadership effectiveness (Lowe, Kroeck, & Sivasubramaniam, 1996).

Citation

Kark, R. and Medler-Liraz, H. (2007), "Chapter 7 Leading with a Smile: The Influence of Managers’ Leadership Behavior on the Emotional Experience of Employees and Customers", Härtel, C.E.J., Ashkanasy, N.M. and Zerbe, W.J. (Ed.) Functionality, Intentionality and Morality (Research on Emotion in Organizations, Vol. 3), Emerald Group Publishing Limited, Leeds, pp. 177-198. https://doi.org/10.1016/S1746-9791(07)03007-6