How Service Teams’ Perceived Relationship with Their Leader Affects Performance

02JSR13_Covers.indd[We are pleased to welcome Dr. Alexander Benlian. His article titled Are We Aligned…Enough? The Effects of Perceptual Congruence Between Service Teams and Their Leaders on Team Performance” was recently published in the OnlineFirst section of the Journal of Service Research.]

  • What inspired you to be interested in this topic?

Before I joined the academia I was a consultant at McKinsey & Company’ Business Technology Office (BTO). At client projects in several service industries (banking, insurance, telecommunication) I witnessed that service teams (e.g., IT helpdesk teams, Loan processing teams) varied greatly in their performance and that this variation was partly due to the service teams’ relationship with their team leader.  This inspired me to take a more in-depth look at the role of alignment and coordination between service teams and their leaders for service performance.

  • Were there findings that were surprising to you?

Surprising to me was that there was a clear performance advantage for those service teams that clearly and regularly aligned their goals, tasks and deliverables with their team leader. Even small divergences from a common understanding about responsibilities and commitments led to a loss in performance. Disciplined alignment matters!

  • How do you see this study influencing future research and/or practice?

I think that this study can have an important impact on both future research and practice. Future research—service research in particular—may want to pay more attention to the crucial role of team-leader interactions and their impact on important downstream factors (such as service quality or customer satisfaction). Practitioners may benefit from our study by using similar instruments/methods in their organizations to regularly conduct alignment initiatives that help “synchronize” service teams and their leaders.

Read “Are We Aligned…Enough? The Effects of Perceptual Congruence Between Service Teams and Their Leaders on Team Performance” in the OnlineFirst section of the Journal of Service Research.Want to be notified of all new articles from the Journal of Service Research? Click here to sign up for e-alerts!

Prof_Dr_Alexander_BenlianAlexander Benlian (PhD, University of Munich) is a professor of information systems, especially, electronic services, at Darmstadt University of Technology (TU Darmstadt), Germany. He was a visiting scholar at universities in Canada and the USA, and currently serves the editorial boards of three journals including the Journal of Service Research. He has published in Journal of Management Information Systems, International Journal of Electronic Commerce, Information Systems Journal, European Journal of Information Systems, and Decision Support Systems, among others. His research interests are in web-based electronic services, alignment in service teams, and recommender systems in electronic commerce.
This entry was posted in Communication, Groups, Leadership, Performance, Psychology, Relationships, Service, Teams, Trust, Work environment and tagged , , , , by Cynthia Nalevanko, Editor, SAGE Publishing. Bookmark the permalink.

About Cynthia Nalevanko, Editor, SAGE Publishing

Founded in 1965, SAGE is the world’s leading independent academic and professional publisher. Known for our commitment to quality and innovation, SAGE has helped inform and educate a global community of scholars, practitioners, researchers, and students across a broad range of subject areas. With over 1500 employees globally from principal offices in Los Angeles, London, New Delhi, Singapore, Washington DC, and Melburne, our publishing program includes more than 1000 journals and over 900 books, reference works and databases a year in business, humanities, social sciences, science, technology and medicine. Believing passionately that engaged scholarship lies at the heart of any healthy society and that education is intrinsically valuable, SAGE aims to be the world’s leading independent academic and professional publisher. This means playing a creative role in society by disseminating teaching and research on a global scale, the cornerstones of which are good, long-term relationships, a focus on our markets, and an ability to combine quality and innovation. Leading authors, editors and societies should feel that SAGE is their natural home: we believe in meeting the range of their needs, and in publishing the best of their work. We are a growing company, and our financial success comes from thinking creatively about our markets and actively responding to the needs of our customers.

2 thoughts on “How Service Teams’ Perceived Relationship with Their Leader Affects Performance

  1. Pingback: How Service Teams’ Perceived Relationship with Their Leader Affects Performance | Center for Services Leadership Blog

  2. Pingback: How Service Teams’ Perceived Relationship with Their Leader Affects Performance | Fred Zimny's Serve4impact

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s