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| Tekijä: | Wallace, E. Chernatony, L. de Buil, I. |
| Otsikko: | How leadership and commitment influence bank employees' adoption of their bank's values |
| Lehti: | Journal of Business Ethics
2011 : JUL I, VOL. 101:3, p. 397-414 |
| Asiasana: | banking employees leadership commitment Irish Republic |
| Vapaa asiasana: | values |
| Kieli: | eng |
| Tiivistelmä: | The economic crisis is forcing banks to examine their relationships with stakeholders and to offer greater reassurance of their brand promises being delivered. This article explores how values are adopted by bank employees. When employees 'live' their brand's values, their behaviour during customer interactions reflects this, encouraging the strengthening of customer relationships. Particularly, the relationship btw. leadership style, employee commitment, and the adoption of values is tested. Based on data gathered from a survey of over 430 branch employees in a leading Irish retail bank, it is found among others that a structured and directive leadership style was effective at encouraging the adoption of the bank's values etc. |
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