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.

The n-tuple network: coping with sub-optimality

The subject of this thesis is the n-tuple net.work (RAMnet). The major advantage of RAMnets is their speed and the simplicity with which they can be implemented in parallel hardware. On the other hand, this method is not a universal approximator and the training procedure does not involve the minimisation of a cost function. Hence RAMnets are potentially sub-optimal. It is important to understand the source of this sub-optimality and to develop the analytical tools that allow us to quantify the generalisation cost of using this model for any given data. We view RAMnets as classifiers and function approximators and try to determine how critical their lack of' universality and optimality is. In order to understand better the inherent. restrictions of the model, we review RAMnets showing their relationship to a number of well established general models such as: Associative Memories, Kamerva's Sparse Distributed Memory, Radial Basis Functions, General Regression Networks and Bayesian Classifiers. We then benchmark binary RAMnet. model against 23 other algorithms using real-world data from the StatLog Project. This large scale experimental study indicates that RAMnets are often capable of delivering results which are competitive with those obtained by more sophisticated, computationally expensive rnodels. The Frequency Weighted version is also benchmarked and shown to perform worse than the binary RAMnet for large values of the tuple size n. We demonstrate that the main issues in the Frequency Weighted RAMnets is adequate probability estimation and propose Good-Turing estimates in place of the more commonly used :Maximum Likelihood estimates. Having established the viability of the method numerically, we focus on providillg an analytical framework that allows us to quantify the generalisation cost of RAMnets for a given datasetL. For the classification network we provide a semi-quantitative argument which is based on the notion of Tuple distance. It gives a good indication of whether the network will fail for the given data. A rigorous Bayesian framework with Gaussian process prior assumptions is given for the regression n-tuple net. We show how to calculate the generalisation cost of this net and verify the results numerically for one dimensional noisy interpolation problems. We conclude that the n-tuple method of classification based on memorisation of random features can be a powerful alternative to slower cost driven models. The speed of the method is at the expense of its optimality. RAMnets will fail for certain datasets but the cases when they do so are relatively easy to determine with the analytical tools we provide.

Sales manager problem resolution styles:measure development and an examination of their salesperson-related consequences

Personal selling and sales management play a critical role in the short and long term success of the firm, and have thus received substantial academic interest since the 1970s. Sales research has examined the role of the sales manager in some depth, defining a number of key technical and interpersonal roles which sales managers have in influencing sales force effectiveness. However, one aspect of sales management which appears to remain unexplored is that of their resolution of salesperson-related problems. This study represents the first attempt to address this gap by reporting on the conceptual and empirical development of an instrument designed to measure sales managers' problem resolution styles. A comprehensive literature review and qualitative research study identified three key constructs relating to sales managers' problem resolution styles. The three constructs identified were termed; sales manager willingness to respond, sales manager caring, and sales manager aggressiveness. Building on this, existing literature was used to develop a conceptual model of salesperson-specific consequences of the three problem resolution style constructs. The quantitative phase of the study consisted of a mail survey of UK salespeople, achieving a total sample of 140 fully usable responses. Rigorous statistical assessment of the sales manager problem resolution style measures was undertaken, and construct validity examined. Following this, the conceptual model was tested using latent variable path analysis. The results for the model were encouraging overall, and also with regard to the individual hypotheses. Sales manager problem resolution styles were found individually to have significant impacts on the salesperson-specific variables of role ambiguity, emotional exhaustion, job satisfaction, organisational commitment and organisational citizenship behaviours. The findings, theoretical and managerial implications, limitations and directions for future research are discussed.