Shared vision in customer and staff satisfaction

Sooksan Kantabutra; Gayle C. Avery

Shared vision in customer and staff satisfaction

Sooksan Kantabutra
, Gayle C. Avery

Macquarie Graduate School of Management

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

Abstract

Although shared visions are often regarded as critical to organisational leadership, little prior research has been conducted into the relationship between customer and staff satisfaction, and the attributes and content of visions that leaders and followers share, This study examined these relationships, concluding that retail stores where managers espouse a vision perform better than those without. Regarding the attributes and content of shared visions, positive associations were found between shared visions characterised by brevity, Clarity, stability, abstractness, future orientation, challenge, desirability and ability to inspire, and enhanced customer and staff satisfaction. Visions containing customer and staff satisfaction imageries also related significantly to staff and customer satisfaction.

Original language	English
Title of host publication	Proceedings of the 19th ANZAM Conference
Subtitle of host publication	engaging the multiple contexts of management
Editors	D. Davies, G. Fisher, R. Hughes
Place of Publication	Sydney
Publisher	Australian and New Zealand Academy of Management
Pages	1-14
Number of pages	14
ISBN (Print)	1740882458
Publication status	Published - 2005
Event	Australian and New Zealand Academy of Management Conference (19th : 2005) - Canberra, Australia Duration: 7 Dec 2005 → 10 Dec 2005

Conference

Conference	Australian and New Zealand Academy of Management Conference (19th : 2005)
Country/Territory	Australia
City	Canberra
Period	7/12/05 → 10/12/05

Keywords

vision
shared vision
vision characteristics
vision attributes
vision content

Cite this

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title = "Shared vision in customer and staff satisfaction",

abstract = "Although shared visions are often regarded as critical to organisational leadership, little prior research has been conducted into the relationship between customer and staff satisfaction, and the attributes and content of visions that leaders and followers share, This study examined these relationships, concluding that retail stores where managers espouse a vision perform better than those without. Regarding the attributes and content of shared visions, positive associations were found between shared visions characterised by brevity, Clarity, stability, abstractness, future orientation, challenge, desirability and ability to inspire, and enhanced customer and staff satisfaction. Visions containing customer and staff satisfaction imageries also related significantly to staff and customer satisfaction.",

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booktitle = "Proceedings of the 19th ANZAM Conference",

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note = "Australian and New Zealand Academy of Management Conference (19th : 2005) ; Conference date: 07-12-2005 Through 10-12-2005",

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Kantabutra, S & Avery, GC 2005, Shared vision in customer and staff satisfaction. in D Davies, G Fisher & R Hughes (eds), Proceedings of the 19th ANZAM Conference: engaging the multiple contexts of management. Australian and New Zealand Academy of Management, Sydney, pp. 1-14, Australian and New Zealand Academy of Management Conference (19th : 2005), Canberra, Australian Capital Territory, Australia, 7/12/05.

Shared vision in customer and staff satisfaction. / Kantabutra, Sooksan; Avery, Gayle C.
Proceedings of the 19th ANZAM Conference: engaging the multiple contexts of management. ed. / D. Davies; G. Fisher; R. Hughes. Sydney: Australian and New Zealand Academy of Management, 2005. p. 1-14.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

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AU - Kantabutra, Sooksan

AU - Avery, Gayle C.

PY - 2005

Y1 - 2005

N2 - Although shared visions are often regarded as critical to organisational leadership, little prior research has been conducted into the relationship between customer and staff satisfaction, and the attributes and content of visions that leaders and followers share, This study examined these relationships, concluding that retail stores where managers espouse a vision perform better than those without. Regarding the attributes and content of shared visions, positive associations were found between shared visions characterised by brevity, Clarity, stability, abstractness, future orientation, challenge, desirability and ability to inspire, and enhanced customer and staff satisfaction. Visions containing customer and staff satisfaction imageries also related significantly to staff and customer satisfaction.

AB - Although shared visions are often regarded as critical to organisational leadership, little prior research has been conducted into the relationship between customer and staff satisfaction, and the attributes and content of visions that leaders and followers share, This study examined these relationships, concluding that retail stores where managers espouse a vision perform better than those without. Regarding the attributes and content of shared visions, positive associations were found between shared visions characterised by brevity, Clarity, stability, abstractness, future orientation, challenge, desirability and ability to inspire, and enhanced customer and staff satisfaction. Visions containing customer and staff satisfaction imageries also related significantly to staff and customer satisfaction.

KW - vision

KW - shared vision

KW - vision characteristics

KW - vision attributes

KW - vision content

M3 - Conference proceeding contribution

SN - 1740882458

SP - 1

EP - 14

BT - Proceedings of the 19th ANZAM Conference

A2 - Davies, D.

A2 - Fisher, G.

A2 - Hughes, R.

PB - Australian and New Zealand Academy of Management

CY - Sydney

T2 - Australian and New Zealand Academy of Management Conference (19th : 2005)

Y2 - 7 December 2005 through 10 December 2005

ER -

Shared vision in customer and staff satisfaction

Abstract

Conference

Keywords

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