The relationship between transformational leadership and customer-orientated boundary-spanning behaviours:examining the role of compassion

Customer-oriented boundary-spanning behaviours (COBSBs) are critical to the success of service organisations. Transformational leadership, with its emphasis on the social elements of the leader-subordinate dyad, is a likely antecedent to COBSBs. Similarly, the interpersonal nature of services suggests leader compassion could have a significant effect on the saliency of the relationship between transformational leadership and COBSBs. This paper reports on a study of the moderating effect of leader compassion on the relationship between transformational leadership and COBSBs (service delivery behaviours, internal influence and external representation). Transformational leadership and compassion both have significant and positive influences on COBSBs. However, compassion plays no moderating role. These findings are discussed and avenues for further research are proposed

A model of service performance enhancement:the role of transactional and transformational leadership

This paper is concerned with the ways in which transactional and transformational leadership styles can improve the service performance of front-line staff. Past literature on services marketing has indicated the importance of leadership but has largely ignored the parallel literature in which leadership styles have been conceptualized and operationalized (e.g., sales management, organizational psychology). This paper seeks to build upon existing services marketing theory by introducing the role of leadership styles in enhancing service performance. Consequently, a conceptual framework of the effect of transactional and transformational leadership styles on service performance, anchored in a crossdisciplinary literature review, is developed. Managerial implications and future research directions are also discussed

A model of transactional and transformational leadership for services personnel

This paper is concerned with the effects that leadership styles (i.e., transactional and transformational) can have upon the level of front-line employees’ service delivery quality. Previous literature has mostly looked at leadership and its effects upon subordinates within a sales, psychology, or human resources context. However, due to the idiosyncrasies inherent in services (i.e., intangibility, heterogeneity, perishability, and inseparability), it is likely that, in such a context, different leadership styles will effect performance outcomes. Consequently, this paper seeks to expand the services marketing literature by developing a conceptual framework of leadership style effects adapted to the field of services marketing. Of particular importance are the effects that leadership styles have upon front-line employee “motivators” and service-related job outcomes. Specific hypotheses are developed and future research directions are also presented for consideration

Enhancing service performance through transformational and transactional leadership styles

This paper is concerned with the effects that leadership styles can have upon service performance of front-line staff. Past literature on services marketing has indicated the importance of leadership but has largely ignored the parallel literature in which leadership styles have been conceptualized and operationalized (e.g., sales management, organizational psychology). Consequently, this paper develops a conceptual framework of the effect of leadership styles on service performance anchored in a cross-disciplinary literature review. Specific hypotheses are proposed and future research directions are presented

Service encounter conceptualisation:employees' service behaviours and customers' service quality perceptions

The enhancement of service quality is an area of optimal managerial relevance that has, to date, received minimal attention in the literature. Because customers' service quality evaluations are based almost entirely upon the behaviours of frontline employees, organisations rely heavily upon these employees to improve overall service quality provision. However, much of the literature looking at service quality enhancement lacks detail when examining the impact of employee service-related behaviours on customers' service quality perceptions. As a result, this paper comprehensively conceptualises those front-line employee behaviours which are the most likely to enhance customers' service quality perceptions. This conceptualisation is grounded in an extensive review of the services marketing literature, pooling together previously disparate research strands. Formal hypotheses are presented. Implications and future research directions are also discussed

Model-based engineering of widgets, user applications and servers compliant with ARINC 661 specification

International audienceThe purpose of ARINC 661 specification [1] is to define interfaces to a Cockpit Display System (CDS) used in any types of aircraft installations. ARINC 661 provides precise information for communication protocol between application (called User Applications) and user interface components (called widgets) as well as precise information about the widgets themselves. However, in ARINC 661, no information is given about the behaviour of these widgets and about the behaviour of an application made up of a set of such widgets. This paper presents the results of the application of a formal description technique to the various elements of ARINC 661 specification within an industrial project. This formal description technique called Interactive Cooperative Objects defines in a precise and non-ambiguous way all the elements of ARINC 661 specification. The application of the formal description techniques is shown on an interactive application called MPIA (Multi Purpose Interactive Application). Within this application, we present how ICO are used for describing interactive widgets, User Applications and User Interface servers (in charge of interaction techniques). The emphasis is put on the model-based management of the feel of the applications allowing rapid prototyping of the external presentation and the interaction techniques. Lastly, we present the CASE (Computer Aided Software Engineering) tool supporting the formal description technique and its new extensions in order to deal with large scale applications as the ones targeted at by ARINC 661 specification

Le débit élément clé de la vie des cours d’eau : bilan des altérations et des possibilités de restauration

La gestion quantitative de la ressource en eau constitue l’un des principaux enjeux mondiaux tant du point de vue environnemental, économique que sociologique. Les besoins en eau continuent de croître et la ressource est déjà fortement utilisée. Les régimes de débits de la majorité des grands cours d’eau sont modifiés par des aménagements. Ces modifications ont des conséquences fortes sur le fonctionnement écologique des eaux courantes. Les régimes hydrologiques sont en effet reconnus comme la clé de voûte des hydrosystèmes. Leur variabilité est la base du fonctionnement morphologique des rivières, du renouvellement des habitats et donc de la richesse écologique. Les altérations de ces régimes dues aux usages directs de l’eau (irrigation, eau potable, hydroélectricité) ou aux modifications des bassins versants, touchent à la fois les valeurs de bas débits, les crues et les fréquences de variations. Les enjeux de la restauration concernent non pas seulement le maintien de valeur de débit minimum mais la définition de véritables régimes hydrologiques réservés assurant les grandes fonctionnalités des eaux courante au travers du respect d’un certain degré de variabilité des débits. Actuellement, peu d’expériences de restauration hydrologique de cours d’eau sont conduites. Ces expériences doivent à la fois s’appuyer sur l’identification des enjeux, sur des outils d’aide à la décision mais également sur des suivis à long terme de l’ensemble des compartiments de l’écosystème