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When managers create a culture where employees know the boss puts employees' needs over his or her own, measureable [sic] improvements in customer satisfaction, higher job performance by employees, and lower turnover are the result, according to research by Robert Liden, Sandy Wayne, Chenwei Liao, and Jeremy Meuser, that has just been published in the Academy of Management Journal.
Employees feel the most valued, and in return give back to the company and its customers when their bosses create a culture of trust, caring, cooperation, fairness and empathy. According to Sandy Wayne one of the authors of the research, "The best business leadership style is far from, 'Do this. Don't do that.' A servant leader looks and sounds a lot more like, 'Is there anything I can do to help you?' Or, 'Let me help you....' Or, 'What do you need to...?' This approach helps employees reach their full potential."
The study was conducted at the Jason's Deli national restaurant chain, and the sample included:
961 employees
71 Jason's Deli restaurants
10 metropolitan areas.
The findings were based on data from surveys completed by managers, employees, and customers, and data from corporate records.
http://www.eurekalert.org/pub_releases/2015-05/ub-wb042915.php
[Study]: http://amj.aom.org/content/57/5/1434
[Also Covered By]: http://phys.org/news/2015-05-bosses-employees.html
[Source]: http://business.uic.edu/docs/default-source/chrm-documents/2015-website-servant-leadership-and-serving-culture-linden-wayne-liao-meuser.pdf?sfvrsn=2 [PDF]
(Score: 3, Interesting) by Gaaark on Wednesday May 06 2015, @09:56PM
Agree completely! Our store has a good manager and the good rolls down-hill.
Unfortunately, we also have a head office and 'shit rolls down-hill'. The person at the top starts shitting and everyone underneath gets hit: once it went on the stock market, all we ever heard was 'not good enough' and 'cut your hours'.
It's hard to keep people motivated when you keep cutting hours and try to smile when you're told 'not good enough'.
You have to try to block the shit from rolling down further inside your store, so you smile and work harder and try to keep people working together.
I think one of the reasons we work together so well at store level is because 'we in management' have a saying: "I won't ask anyone to do a job i wouldn't do myself".
--- Please remind me if I haven't been civil to you: I'm channeling MDC. ---Gaaark 2.0 ---
(Score: 5, Insightful) by Thexalon on Wednesday May 06 2015, @11:19PM
My second motto, almost as important as the first: You can't properly evaluate an employee if you don't understand what they do.
The only thing that stops a bad guy with a compiler is a good guy with a compiler.
(Score: 1, Interesting) by Anonymous Coward on Thursday May 07 2015, @03:39AM
:) I had a new boss whose first move was to blockade himself in his office for 3 months and never communicate with the team. Turned out he was a corporate climber, an incompetent with ambitions. He spent his time on the phone 'networking' and wheedled his way up and out asap, leaving the team in disarray.
But we have known this all for ages... anyone ever picked up a John Maxwell book?